Customer Service Manager

Customer Service Manager

We are seeking a highly motivated Customer Service Manager to lead our customer support operations in the payment / fintech domain. The role involves managing a multi-channel support team, ensuring excellent service quality, resolving escalations, collaborating with product and operations to improve customer experience, and maintaining KPIs and SLAs.

Key Responsibilities

• Lead, coach, and manage a customer service team across channels (email, chat, phone, social media), ensuring fast, accurate, and empathetic responses.
• Define and monitor KPIs/SLA targets (e.g. First Response Time, Resolution Time, Customer Satisfaction / NPS, Churn related support metrics).
• Handle escalated customer issues and high priority cases, working across internal teams (Tech, Product, Compliance) to resolve root causes.
• Develop and maintain processes, scripts, knowledge base, and workflows to ensure consistency, quality, and efficiency in customer interactions.
• Collaborate with product, operations, fraud, compliance, and engineering teams to feed customer feedback, suggest improvements, and influence roadmaps.
• Ensure compliance and security in customer communications (e.g. handling of sensitive data, fraud prevention etc.).
• Implement training programs for new hires and ongoing coaching for the team to upskill on product knowledge, soft skills, tools.
• Manage staffing, scheduling, and resource allocation to meet demand and business growth.
• Use customer support tools / CRM systems / ticketing systems to track performance, generate reports, and derive insights.
• Identify trends in customer feedback / complaints, generate actionable reports, propose improvements to reduce issues, improve UX.
• Escalation management: setting up escalation paths, ensuring SLAs met for escalations, and maintaining calm with high pressure situations.

Qualifications & Skills

• Bachelors degree in Business, Communications, or related field (or equivalent experience).
• 5+ years of experience in customer service / customer support roles, preferably in fintech, payments, banking, or digital services. At least 1 2 years in a lead or supervisory role.
• Strong understanding of payments / financial services is a plus (how payment flows work, common issues customers face, fraud / risk / dispute processes).
• Excellent communication skills (written & verbal), empathy, problem-solving, and conflict resolution.
• Experience with CRM / ticketing tools (Zendesk, Freshdesk, Salesforce Service Cloud, etc.), tracking metrics, dashboards.
• Good data literacy: ability to read reports, track KPIs, use data to make process improvements.
• Ability to manage teams, plan shifts / staffing, forecast workload.
• Familiarity with regulatory & compliance aspects relevant to customer support (data protection, AML, etc.).
• Calm under pressure; ability to handle escalations.
• Multilingual skills a plus depending on customer base.

What We Offer

Competitive salary & benefits.

Opportunity to work in a fast-growing payments / fintech environment.

Potential for career growth into operations, product, or CX leadership roles.

Work with modern customer support tools, analytics, feedback loops.

Apply now!