Overview
Customer Service Manager Jobs in London, Canada Metropolitan Area at Confidential
Title: Customer Service Manager
Company: Confidential
Location: London, Canada Metropolitan Area
We are currently searching for a Customer Service Manager for our client in London, Ontario. The CSM will work cross-functionally, partnering with teams across the company to help architect the future of our support strategy, while leading a team to be their best.
This role is ideal for someone who thrives in a fast-paced environment, enjoys managing a broad portfolio of customers, and takes pride in delivering consistent value through strong execution and prioritization. It requires intentional engagement, sound judgment, and a customer-first mindset.
KEY RESPONSBILITIES:
- Lead a team of motivated Customer Care individuals who are focused on driving customer success in order to deliver on operational KPIs
- Support your team by being present and approachable, answering questions, facilitating 1:1s, coaching sessions, broader team meetings, and providing real-time feedback to your team
- Establish, manage your team to individual and team goals and objectives
- Monitor daily, monthly and annual productivity of team members to improve quality of customer service
- Develop best practices to identify, escalate and provide solutions to improve operating efficiencies, workflows and expectations
- Partner with other managers to help implement appropriate support models
- Analyze data to identify areas of improvement
- Responsible for maintaining current knowledge of changes to sales policies
- Lead a team focused on driving customer success and delivery of operational KPIs
- Assist in report creation reflecting support performance and/or conversation details
- Monitor the Customer Care queues and assign resources to ensure we meet our targets
- Deliver exceptional experiences, solve problems and connect customers with solutions that maximize their investment
- Identify quality trends and process improvements to improve cost efficiency/productivity for the department
QUALIFICATIONS:
- Bachelor's degree in business/marketing or equivalent experience
- 7+ years' of customer management experience in a fast-paced environment
- Excellent organizational, verbal and written communication skills
- Ability to review and analyze data reports and manuals
- Strategic problem solver with the ability to implement changes and improvements
- Proven collaboration and influencing skills to build and maintain relationships internally and with customers
- Excellent listening, presentation and communication skills at all business levels
- Strong prioritization and time-management/leadership skills
- Comfortable working in a fast-moving, growing company
- Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)
