Senior Customer Service Manager

Job Overview

We are seeking an experienced Senior Customer Service Manager to lead our offshore e-commerce support operations. This role requires a results-driven leader who can manage daily operations, build and inspire high-performing teams, refine processes, and ensure every customer interaction consistently meets U.S.-level service standards.

Key Responsibilities

• Lead and manage the daily operations of offshore customer service teams.
  
  

• Develop, coach, and inspire team members to achieve performance excellence.
  
  

• Implement and monitor KPIs, workforce scheduling, and performance optimization.
  
  

• Ensure high-quality service delivery across all customer touchpoints.
  
  

• Oversee CRM/ticketing system usage (Freshdesk or similar), ensuring efficient case handling.
  
  

• Continuously refine processes to drive efficiency, consistency, and customer satisfaction.
  
  

• Report on performance metrics and recommend improvements.
  
  

• Foster a culture of accountability, professionalism, and continuous improvement.
  
  

Qualifications & Skills

• Proven track record in customer service management (e-commerce experience strongly preferred).

• Strong leadership skills with the ability to coach, mentor, and hold teams accountable.]
• Experience using Freshdesk or similar CRM/ticketing systems.
• Solid knowledge of KPIs, workforce planning, and performance optimization.
• Excellent written and verbal communication skills, with near-native English fluency.
• Process-oriented, detail-driven, and adaptable to a fast-paced, remote work environment.