Customer Service Manager

Department: Operations / Customer Experience

Employment Type: Full-Time

We are seeking an experienced and proactive Customer Service Manager to lead and develop our customer service operations. The successful candidate will be responsible for managing customer service agents, implementing effective customer service systems and processes, monitoring team performance through KPIs, and driving continuous improvement in customer satisfaction and operational efficiency.

Experience with CRM platforms, particularly Hub Spot
, will be considered a strong advantage.

• 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.

• 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.

• 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.

• 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 Hub Spot or similar CRM platforms is highly preferred.
• 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.

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

• 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;
  Hub Spot experience is highly desirable.

• 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.