Customer Service Manager

We are seeking a highly motivated Customer Service Manager to lead our customer support operations in the payment / fintech domain. The role involves managing a multi-channel support team, ensuring excellent service quality, resolving escalations, collaborating with product and operations to improve customer experience, and maintaining KPIs and SLAs.

Key Responsibilities

• Lead, coach, and manage a customer service team across channels (email, chat, phone, social media), ensuring fast, accurate, and empathetic responses.
• Define and monitor KPIs/SLA targets (e.g. First Response Time, Resolution Time, Customer Satisfaction / NPS, Churn related support metrics).
• Handle escalated customer issues and high‑priority cases, working across internal teams (Tech, Product, Compliance) to resolve root causes.
• Develop and maintain processes, scripts, knowledge base, and workflows to ensure consistency, quali...