Overview

We are seeking an experienced and dynamic Client Success Manager to lead and develop our customer service team. This role is responsible for driving service excellence, building strong stakeholder relationships, and ensuring a seamless and consistent customer experience across all touchpoints.

Key Responsibilities

• Lead and manage the customer service teams, providing ongoing coaching, training, and performance support to ensure service standards and goals are consistently met.
• Oversee stakeholder management, maintaining strong relationships with internal and external stakeholders to ensure seamless communication and service delivery.
• Develop, implement, and maintain customer service policies and procedures to promote consistent, high-quality service across all channels.
• Identify, evaluate, and introduce new customer service methods, tools, and strategies that enhance efficiency and elevate the customer experience.
• Handle and resolve complex customer inquiries and complaints, ensuring timely, effective, and satisfactory outcomes.
• Monitor and analyze customer service metrics and KPIs, identifying trends, gaps, and opportunities for continuous improvement.
• Collaborate cross-functionally with other departments to resolve issues, support operational needs, and enhance overall customer satisfaction.
• Foster a positive, collaborative, and high-performing team culture that encourages open communication, teamwork, and accountability.
• Train, upskill, and develop customer service representatives to ensure they have the skills, tools, and knowledge needed to excel in their roles.
• Stay updated on customer service trends, technologies, and best practices, integrating relevant improvements into processes and operations.

Experience & Qualifications

• Minimum 3-5 years of experience managing multiple customer service teams of 5-10 agents, with 7-10 years recent BPO experience 
• Experience dealing with Australian or American clients is desirable but not required.
• Strong leadership, communication, and stakeholder management skills.
• Proven ability to analyze service metrics, identify improvement areas, and implement performance-enhancing strategies.
• Excellent problem-solving skills and the ability to manage and resolve complex customer concerns.
• Ability to work collaboratively across departments and build strong working relationships.