Customer Service Manager

hace 2 días

Bogotá, Bogotá D.E., Colombia Connext A tiempo completo

Job Summary

The Customer Service Manager is responsible in leading and elevating customer support operations across phone, email, chat, and ticketing channels. The role manages daily team performance, develops service standards, analyzes service metrics, and drives process improvements to ensure a high-quality customer experience. The manager mentors service staff, handles escalated concerns, partners with cross-functional teams, and implements strategies that enhance efficiency, satisfaction, and service delivery.

Job Description


• Lead, mentor, and manage the Customer Service team to achieve high performance and customer satisfaction.


• Develop and implement service procedures, standards, and policies.


• Monitor and analyze service metrics to drive process improvement and operational efficiency.


• Handle complex or escalated customer inquiries and ensure timely resolution.


• Collaborate with Operations, Sales, and Product teams to address issues and enhance the customer journey.


• Conduct regular coaching, training, and performance evaluations to support team growth and development.


• Manage service-related projects and initiatives, including system/process upgrades or new technology implementation.


• Prepare and present reports on team performance, customer feedback, and key service KPIs to leadership.


• Foster a customer-centric culture rooted in empathy, accountability, and excellence.


• Implement actionable plans quickly and pivot as needed to address challenges.

Required Qualifications


• Has background in leadership skills with the ability to manage, mentor, and develop teams.


• Experience driving process improvements and managing team engagement.


• Manage escalated customer cases and ensure high-quality service resolution.


• Data-driven approach with experience analyzing service metrics and applying findings.


• Work in a fast-paced environment and quickly implement action plans.


• Demonstrates strong level of accountability with strong execution and tactical skills.


• Demonstrates strong collaboration skills when working with cross-functional teams.


• Clear and coherent both written and verbal communication skills in English.

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