Customer Service Manager

About the Role

Experience

HubSpot

Team Leadership & Management

• Supervise, coach, and support customer service agents to achieve performance targets.
• Develop team schedules and ensure adequate coverage across operating hours.
• Conduct regular performance reviews, one-on-one meetings, and training sessions.
• Foster a customer-centric culture and maintain high service standards.

Customer Service Operations

• Design, implement, and improve customer service processes, SOPs, and workflows.
• Establish service quality standards and ensure consistent customer experience across all communication channels.
• Handle escalated customer complaints and resolve complex customer issues.
• Monitor response times, resolution times, and service quality metrics.

Performance Management & Reporting

• Develop and manage customer service KPIs and dashboards.
• Analyze agent performance, productivity, customer satisfaction, and service trends.
• Generate weekly and monthly reports with actionable recommendations.
• Implement quality assurance programs, call audits, and customer feedback systems.

CRM & Systems Management

• Manage and optimize CRM systems to improve customer engagement and service efficiency.
• Utilize CRM data to track customer interactions, agent performance, and service outcomes.
• Support implementation and enhancement of customer service technologies.
• Experience with

HubSpot

Continuous Improvement

• Identify opportunities to improve customer experience and operational efficiency.
• Recommend and implement automation, reporting tools, and workflow improvements.
• Develop customer journey mapping and service improvement initiatives.
• Collaborate with Operations, Marketing, and IT teams to enhance customer engagement.

Education

• Bachelor's degree in Business Administration, Customer Service Management, Marketing, Operations Management, or a related field.

Experience

• Minimum 2–4 years of experience in customer service management or customer experience leadership.
• Proven experience managing customer service teams and performance metrics.
• Experience implementing customer service systems, KPIs, and reporting frameworks.
• Experience with CRM systems; HubSpot experience is highly desirable.

Skills

• Strong leadership and people management skills.
• Excellent communication and problem-solving abilities.
• Strong analytical and reporting skills.
• Ability to develop SOPs, KPIs, and performance management systems.
• Advanced proficiency in Excel, Google Sheets, and CRM reporting tools.
• Experience in customer journey analysis and service quality management.
• Fluent in English; Arabic is an advantage.