We're Hiring: Customer Service Manager (CSM) | Service Desk Leadership | Customer Experience Focused
Are you a driven and experienced Customer Service Manager looking to lead and inspire high-performing support teams? Do you thrive in fast-paced, customer-focused environments? We’re looking for a proactive, quality-focused Customer Service Manager (CSM) to oversee a dynamic Service Desk operation and elevate our customer support offering.
Location: [Insert Location or Remote/Hybrid]
Type: [Full-time / Permanent / Contract]
About the Role
As Customer Service Manager, you will be responsible for leading both the Customer Care and Technical Support teams. Your mission? To deliver service excellence, exceed SLAs, and ensure every customer interaction is a positive one.
You’ll act as a key escalation point, manage direct reports (Customer Care Team Leader and Technical Support Team Leader), and be the driving force behind continuous improvement, quality assurance, and a culture of collaboration and accountability.
Key Responsibilities
Customer Support & Experience
* Lead and motivate Service Desk teams to deliver exceptional service and fast resolutions.
* Own and manage service performance, SLA adherence, and escalations.
* Champion the customer experience at every touchpoint.
Quality Assurance & Process Excellence
* Monitor ticket triage and resolution to ensure quality and SLA compliance.
* Conduct regular audits of tickets, calls, and chats—driving first-time resolution and continuous feedback.
* Identify areas for improvement and implement initiatives to enhance support delivery.
Leadership & Team Development
* Coach, mentor, and support your team through regular 1:1s, feedback, and training plans.
* Define and lead structured team objectives, morning meetings, and performance reviews.
* Promote collaboration, celebrate wins, and ensure every team member is set up for success.
Compliance & Best Practices
* Maintain accurate records and ensure adherence to internal procedures and ISO/GDPR compliance.
* Collaborate on process documentation, supplier management, and customer complaint handling.
KPIs & Core Competencies
We’re looking for someone with strong experience in:
* Service Desk leadership
* Quality assurance and ticket management
* KPI reporting and SLA ownership
* Stakeholder engagement
* Team coaching and performance development
And someone who embodies:
* Customer-first thinking
* Excellent communication
* Accountability and initiative
* Strong planning and organisation
* Resilience and adaptability
* Team collaboration
You’ll Thrive If You:
* Have a strong background in customer service leadership (ideally in tech, telecoms, or service-based environments).
* Are passionate about improving processes, systems, and team performance.
* Have experience working with SLAs, CRMs, and structured service desk environments.
* Enjoy driving change, delivering training, and seeing people and teams grow.