Customer Service Manager

Customer Service Manager (Work From Home) Persona is a talent agency that recruits, trains, and staffs talented remote professionals such as yourself. This is an opportunity to work closely with the future Googles, Facebooks, and Amazons of the world—building out their organizations and helping them reach the next level of success. We support everyone we hire with training, mentoring, and technology resources so they are enabled to do their best and are as happy as possible in their roles. We have a large international team dedicated to supporting and taking care of new Persona team members, and our goal is to provide excellent long‑term career opportunities for everyone who joins the team. Who’s building Persona? We are a global team of passionate problem solvers who love to build new things and make our customers happy. Our team is made up of motivated, hard‑working people spanning the globe, united by a culture of learning and continuous improvement. What we’re looking for: The Customer Service Manager will oversee the customer support operations, ensuring high levels of customer satisfaction and efficient resolution of inquiries and issues. This role requires excellent leadership skills and a customer‑centric approach. Responsibilities—what you'll do: Team Leadership: Lead and manage the customer service team, providing guidance, training, and support to ensure high performance and professional development. Customer Support: Oversee the handling of customer inquiries, issues, and complaints, ensuring timely and effective resolution. Performance Monitoring: Develop and implement key performance indicators (KPIs) to measure team performance and customer satisfaction. Process Improvement: Identify areas for improvement in customer service processes and implement strategies to enhance efficiency and effectiveness. Customer Feedback: Collect and analyze customer feedback to identify trends and areas for service improvement. Collaboration: Work closely with other departments, including sales, product development, and marketing, to ensure a cohesive approach to customer service. Escalation Management: Handle escalated customer issues and complaints, ensuring they are resolved satisfactorily. Reporting: Prepare regular reports on customer service performance, trends, and areas for improvement. Requirements: Bachelor's degree in Hospitality, Business, Marketing, or a related field Minimum of 3-5 years experience in customer service, with at least 2 years in a managerial role Customer‑centric with a focus on delivering exceptional service Strong problem‑solving and conflict resolution abilities. Strong interpersonal and communication skills Familiarity with CRM systems Fully fluent in English Skilled in the use of apps and technology Ability to commit long‑term and full‑time Ability to work U.S. business hours (Pacific Time, Central Time, or Eastern Time) This position is for serious, career‑oriented candidates Other qualities we look for: Track record of success at work or in school An ability to solve complex problems with minimal guidance Experience in high performance work or school environments Willingness to work hard and persevere Intellectual curiosity and resourcefulness Professionalism What we offer: Best salaries in the industry Permanent ability to work from anywhere in the world Opportunities for growth and advancement A fast‑paced and collaborative environment Warm and friendly company culture Full benefits Benefits at Persona: Health insurance Unlimited paid time off (paid sick and vacation leaves) Annual bonuses based on performance Monthly tech allowance Opportunity to be paid in your currency of choice Seniority level Entry level Employment type Full‑time Job function Administrative, Business Development, and Customer Service Industries IT Services and IT Consulting Visit our website for more information: https://www.personatalent.com/ #J-18808-Ljbffr