Customer Service Manager (Remote)

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 RESPONSIBILITIESTeam 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 efficiencyStrategy & 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 meetingsREQUIRED 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