Senior Customer Service Manager

SUMMARY:
Lead the Customer Experience. Drive Service Excellence. Deliver Results.

POSITION INFO:
Are you passionate about customer service and operational excellence? Do you have a proven track record of leading support teams, improving service delivery, and ensuring customers receive exceptional levels of service?
 
A leading technology and business solutions provider is seeking a Senior Customer Service Manager to take ownership of customer service delivery across multiple support functions. This is a high-impact leadership role focused on enhancing the customer experience, driving accountability, improving operational performance, and ensuring service excellence across the business.
 
The successful candidate will be a strong people leader with experience in customer service management, SLA performance, ticket management, and continuous process improvement.

Key Requirements:
Customer Service Leadership

• Lead and oversee customer service delivery across support teams.
• Ensure customer queries, incidents, and service requests are resolved efficiently and professionally.
• Drive customer satisfaction through effective communication and service excellence.
• Identify service delivery gaps and implement corrective actions.
• Develop strategies to continuously improve the customer experience.

• Monitor ticket queues and ensure all requests are tracked through to resolution.
• Ensure compliance with service-level agreements (SLAs).
• Manage escalations and drive the timely resolution of customer issues.
• Analyse recurring service challenges and implement preventative measures.
• Maintain visibility of ticket backlogs and service performance metrics.

• Lead, coach, and develop customer-facing support teams.
• Drive accountability for service delivery, customer communication, and follow-ups.
• Establish clear performance expectations and service standards.
• Collaborate with technical and operational managers to ensure effective issue resolution.
• Foster a customer-centric culture focused on responsiveness and quality service.

• Monitor and report on key customer service metrics, including:
• Response times
• Resolution times
• SLA compliance
• Customer satisfaction
• Ticket backlogs
• Prepare management reports and service performance dashboards.
• Identify opportunities to improve processes, systems, and service delivery efficiency.
• Drive continuous improvement initiatives across the customer support environment.