Lamina

We are looking for a dynamic and data-driven Customer Service Manager to lead our customer service team. You will oversee a large team, including both in-house full-time employees (FTE) and Business Process Outsourcing (BPO) agents. Your primary goal will be to enhance the customer experience by setting and achieving clear KPIs, managing day-to-day operations, and continuously improving processes through data analysis and innovation. The ideal candidate will possess outstanding leadership, and a track record of delivering measurable improvements.

What you will do

• Supervise a large team of customer service agents (both in-house and BPO).
• Set and monitor clear Key Performance Indicators (KPIs) for customer service agents to ensure high performance.
• Manage customer support tickets, ensuring timely and effective resolutions.
• Lead initiatives to enhance customer satisfaction and experience across all touchpoints.
• Analyze customer feedback and operational data to identify areas for improvement and implement solutions.
• Oversee workforce management, including shift planning and salary calculations.
• Collaborate with internal teams to optimize customer support workflows and tools.
• Report directly to the Head of Customer Experience, presenting insights and updates on team performance and customer satisfaction.
  
  

What you will need

• Bachelor’s degree in Business, Management, or a related field.
• A minimum of 8 years of experience ideally within fintech or fast-paced industries, with at least 3 years in a leadership role
• Strong leadership skills with the ability to manage both in-house and outsourced employees.
• Excellent communication and interpersonal skills.
• Experience in setting KPIs and managing operational performance.
• Strong analytical and problem-solving skills, with the ability to use data to inform decisions and drive change.
• Experience with change management principles and methodologies.