Responsibilities

• Lead, mentor, and manage the day‑to‑day operations of the Customer Service team.
• Train and develop team members to ensure they have the tools and knowledge to perform at their best.
• Act as an escalation point for complex or high‑priority customer issues, working closely with customers to resolve concerns efficiently.
• Monitor customer interactions and feedback to identify trends, opportunities for improvement, and potential areas of innovation.
• Work with cross‑functional teams (Sales, Marketing, Design, and Operations) to ensure customer expectations are met and exceeded.
• Develop and implement best practices for customer service processes and workflows.
• Analyze customer service metrics to track team performance and customer satisfaction, providing regular reporting to leadership.
• Drive initiatives to enhance customer loyalty, satisfaction, and retention.
• Create and maintain detai...