Customer Support Manager – Lead Front‑Line Team

About the role

We are looking for a proactive Customer Support Manager to lead our front‑line Customer Services team. You will be responsible for ensuring high‑quality support, handling escalations, and driving continuous improvement in customer satisfaction.

Key responsibilities

• Manage day‑to‑day activities of the Customer Services team.
• Coach, develop and motivate team members to meet performance targets.
• Monitor service levels, productivity and customer satisfaction metrics.
• Handle complex customer complaints and escalations.
• Ensure compliance with company policies, procedures and service standards.
• Identify process‑improvement opportunities to enhance the customer experience.
• Prepare operational reports and provide performance updates to management.
• Coordinate with internal stakeholders to ensure seamless support.

Required profile

• Bachelor’s degree in Business Administration or a related field.
• 5+ years of customer service experience, including at least 2 years in a supervisory or managerial role.
• Strong leadership, communication and problem‑solving abilities.
• Experience managing customer‑facing teams in a fast‑paced environment.

Required skills

• Proficiency in Microsoft Office.
• Experience with customer service systems.