Customer Service Manager (ID #513196)

Role Summary

This is a Head-level opportunity responsible for leading the Customer Service team based in Atlanta, U.S. The Manager will oversee day-to-day service operations, manage direct team members, and serve as a liaison to international customer support teams located in US and Manila. The Manager will ensure delivery of outstanding customer experiences and key operational metrics, partnering cross-functionally with Sales, Designers, Production, Technology.

In addition to oversight of customer service functions, the Manager will also have administrative responsibilities including but not limited to collaboration on recruiting and onboarding U.S.-based Customer Service Sales, Service and design Advisor and will be responsible for Oversee payroll management and compliance for the service team.

Job Responsibilities

• Lead, develop, and coach the Atlanta-based Customer Service team, directly managing team members and supporting their career growth.
• Build and maintain strong working relationships with international customer service teams in US, India and Manila, ensuring consistent service standards and knowledge sharing.
• Manage U.S Based Designers for Service, Support and Pre Order Queries
• Oversee payroll processes for assigned teams, ensuring accurate and timely records in compliance with company policies.
• Oversee day-to-day operations of customer support channels (phone, chat, email), setting and monitoring performance targets for AHT, C-SAT, FRT, Occupancy, and Quality.
• Drive continuous improvement initiatives to reduce missed calls/chats and improve customer satisfaction KPIs.
• Partner with cross-functional departments to elevate service experience and provide feedback for product or process enhancements.
• Monitor team attendance, attrition, and service-related metrics, preparing and presenting weekly/monthly reports to leadership.
• Ensure adherence to agreed-upon SLAs and RRR (Return, Reship, refund) metrics for all customer touchpoints.
• Manage complex escalations and resolve customer issues, acting as final point of escalation when required.

Job Requirements

Educational Qualification and Experience

• Bachelor's Degree or equivalent in Business, Communications, Marketing or related field
• 5-10 years of team management experience in U.S.-based Customer Service Sales and Support Roles
• Proven track record leading teams in U.S. and collaborating with international teams globally

Key Responsibility Areas (KRA) & KPIs

• Call Handling Efficiency (AHT) - Maintain balanced Average Handle Time, ensuring customer issues are resolved efficiently without compromising quality.
• Customer Satisfaction (CSAT) - Drive CSAT improvement through empathetic, accurate, and timely service, using survey insights for corrective actions.
• First Response Time (FRT) - Ensure timely responses to all customer inquiries, adhering to SLA benchmarks.
• Service Team Occupancy & Utilization - Optimize workload distribution and productivity while maintaining employee well-being.
• Quality Score (Interactions/Audits) - Conduct regular audits of calls/emails/chats, achieve quality benchmarks, and provide coaching for improvement.
• Refund, Reship & Review (RRR) Rate - Track and reduce RRR by addressing root causes, coordinating with teams, and minimizing cost impact.
• SLA Adherence & Optimization - Ensure strict compliance with SLAs, continuously monitor performance, and implement process optimizations.
• Team Attendance & Workforce Reliability - Ensure consistent attendance, adherence to shifts, and minimize unplanned absenteeism.
• Payroll Accuracy & Compliance - Oversee payroll inputs for 100% accuracy, ensure compliance with statutory requirements, and resolve discrepancies.
• Attrition Management - Monitor attrition trends, implement retention strategies, and conduct exit analysis for improvements.
• Behavioral Skills
• Excellent verbal and written communication skills
• Strong organization and time management skills
• Demonstrated leadership, coaching, and conflict resolution abilities
• Ability to analyze complex issues and recommend process improvements
• Strategic planning and project management skills
• Commitment to high-quality customer experiences

Technical Skills

• Strong experience managing service operations via CRM, chat, and phone systems
• Oversee Payroll management and Staff rostering experience
• Expertise in tracking and improving CSAT, SLA, AHT, FRT, occupancy, and quality metrics
• Familiarity with onboarding creative/design team members preferred
• Proficient in MS Office, CRM software like Salesforce, web browsers. Preferred experience in Ecommerce

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