Customer Service Manager

The Client Success Manager leads a team of client specialists, driving excellent client experience, team performance, and key company priorities. Reporting to the Director of Client Success, this role owns team accountability, client satisfaction, and retention — building a culture of professionalism, empowerment, and continuous improvement. DISCLAIMER: PLEASE DO NOT APPLY TO THIS ROLE IF YOU DO NOT CALL CENTER MANAGEMENT EXPERIENCE. KEY RESPONSIBILITIES Team Leadership & Development Lead, coach, and develop a team of client specialists Set clear expectations and drive accountability through observations and performance management Build a culture of motivation, empowerment, and continuous improvement Train agents and create development pathways that enable them to excel Client Experience & Retention Champion an excellent client experience across every team interaction Take ownership of client issues and drive strategic, complete resolutions Build client loyalty and retention throughout the program lifecycle Develop and implement service procedures that improve the client experience and drive revenue Performance & Reporting Deliver and exceed performance goals and key metrics Analyze data and evaluate results to build action plans for improvement or sustained performance Prepare and present biweekly team performance decks and participate in monthly and quarterly business reviews Monitor schedules, resources, and operational priorities to maintain quality and efficiency Strategy & Cross-Functional Collaboration Drive change and adaptability within the team with clarity and enthusiasm Implement strategic processes that improve service quality and support company priorities Collaborate with internal and external stakeholders at the director level and above Some travel may be required for in-person business meetings REQUIRED QUALIFICATIONS Proven experience as a customer service manager or team lead in a related field Experience with customer service software, CRM systems, and operational tools Experience managing or working alongside BPO teams strongly preferred Ability to create and present executive-level performance updates Experience leading remote teams across multiple time zones Strategic thinker with strong interpersonal skills and the ability to lead in a fast-paced environment Strong written and verbal communication skills across all levels of the organization Bachelor's degree or related field preferred; relevant experience considered equally #J-18808-Ljbffr