Customer Service Manager(Post Sales)

About the Role

We are looking for a dynamic and customer-obsessed Manager to lead and scale a high-performing team delivering premium customer experiences. This role goes beyond traditional customer service it is about owning outcomes, elevating experience standards, and building a culture of excellence.

You will lead a team of 40+ advisors responsible for managing high-value customers, driving engagement, and ensuring seamless journeys. The ideal candidate combines operational strength, people leadership, emotional intelligence, and a strong sense of ownership.

Key Responsibilities

1. Lead & Develop High-Performance Teams

• Manage, coach, and mentor a team of 40+ customer advisors
• Drive performance, engagement, and retention within the team
• Build future leaders through structured coaching and feedback

2. Deliver Exceptional Customer Experience

• Oversee end-to-end customer lifecycle management
• Improve personalization and relationship quality
• Handle escalations with empathy, authority, and resolution focus

3. Drive Operational Excellence

• Monitor KPIs, SLAs, productivity, and quality metrics
• Identify process gaps and implement scalable improvements
• Ensure seamless coordination across cross-functional teams

4. Leverage Technology & Automation

• Utilize CRM tools, dashboards, AI solutions, and automation
• Improve efficiency while enhancing human interaction quality
• Drive data-backed decision-making

5. Think & Act Like an Owner

• Take full ownership of team outcomes and customer satisfaction
• Drive continuous improvement and scale operations effectively
• Maintain high standards even in high-pressure situations

Who You Are

• 58 years of experience in customer experience, operations, or B2C service leadership
• Experience managing large teams (30+ members preferred)
• Strong emotional intelligence and problem-solving ability
• Proven track record of building or scaling a function over at least 3+ years
• Data-driven mindset with strong operational control
• Ability to stay calm, decisive, and customer-focused under pressure

What We Offer

• High-impact leadership role in a fast-growing organization
• Autonomy with accountability
• Meaningful work that impacts peoples lives
• Strong learning and growth opportunities
• Collaborative and driven team environment