Hybrid Customer Service Manager

Posted 6 days ago

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About the role

  • Lead, coach, and develop a multilingual team of agents.
  • Set and track KPIs
  • Conduct regular performance reviews and support agent growth.
  • Ensure high-quality customer interactions across calls and emails/tickets.
  • Review tickets/calls for quality assurance.
  • Resolve escalated issues with professionalism and empathy.
  • Oversee scheduling and ensure adequate team coverage.
  • Monitor ticket flow and implement process improvements.
  • Maintain and update SOPs and knowledge base content.
  • Track and analyze key service metrics.
  • Provide regular reports to senior management (remote)
  • Identify trends and suggest service enhancements.
  • Guarantee service consistency in English, French, and German.
  • Support internal teams with customer insights and feedback.
  • Coordinate with HR, IT, and Product teams on hiring, tools, and system updates.
  • Drive initiatives to improve customer satisfaction and team efficiency.
  • Promote best practices and innovation in customer service delivery.

Requirements

  • Empathetic Leadership
  • Resilience & Calm Under Pressure
  • Strong Multilingual Communication
  • Analytical & Solution-Oriented Mindset

Benefits

  • Competitive package
  • An opportunity to be part of a dynamic, international team
  • A role in a growing company with potential for career advancement
  • A supportive work environment that values collaboration and innovation

Job title

Customer Service Manager

Job type

Experience level

Mid levelSenior

Salary

Not specified

Degree requirement

No Education Requirement

Location requirements

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