Customer Service Manager
Role Overview
Full-time remote Customer Service Manager responsible for leading and optimizing customer support operations.
Key Skills for This Role
Full Job Posting
Company
Cheezee Global provides digital payment solutions in markets including India, Brazil, Thailand, and Indonesia.
The company focuses on secure cross-border transactions and efficient, compliant payment services.
Role Overview
Full-time remote Customer Service Manager responsible for leading and optimizing customer support operations.
Responsibilities
- Lead customer service teams, set performance standards, and resolve customer inquiries across multiple channels.
- Monitor service quality, analyze feedback and support data, and implement improvements to customer satisfaction and retention.
- Coach team members; develop and update support procedures.
- Collaborate with product and operations teams on customer-impacting issues and communicate with internal stakeholders.
- Create reporting dashboards, manage escalations, and contribute to customer-centric strategies.
Qualifications
- Strong customer service management and customer support skills for leading teams and handling complex inquiries.
- Expertise in customer satisfaction, including developing processes and metrics to improve customer experience and loyalty.
- Analytical skills to interpret support data, identify trends, and propose improvements.
- Excellent written and verbal communication skills for engaging diverse customers and internal teams.
- Ability to handle escalations, prioritize tasks, and make decisions in a fast-paced environment.
- Bachelor’s degree in Business, Communications, or a related field, or equivalent practical experience.
- Experience managing remote or distributed teams and ticketing or CRM platforms is beneficial; examples include Zendesk, Salesforce, and Freshdesk.
- Payments, fintech, or digital services background, particularly in international or emerging markets, is a plus.
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