Customer Service Operations Manager (Multilingual English & Spanish) - Remote

Overview

The Customer Service Operations Manager is responsible for managing the customer support team, ensuring high performance and customer satisfaction while working in a hybrid environment.

In Short

• Manage a multilingual customer service team.
• Evaluate team performance using service management metrics.
• Direct and motivate teams to achieve targets.
• Conduct performance reviews and coaching sessions.
• Develop and implement training programs.
• Ensure compliance with company policies and procedures.
• Monitor customer feedback for continuous improvement.
• Collaborate with various departments to enhance service delivery.
• Handle escalations and complaint resolution.
• Produce reports for senior management.

Requirements

• 5+ years of experience in customer support management.
• Strong analytical and problem-solving skills.
• Excellent communication skills in English and Spanish.
• Experience with CRM and customer support tools.
• Ability to manage confidential information.
• Strong time management and prioritization skills.
• Experience with multi-channel operations.
• Ability to work independently and in a team.
• Familiarity with social media applications.
• Hands-on experience with user-generated content.

Benefits

• Opportunity to work in a diverse and inclusive environment.
• Hybrid working model with flexibility.
• Professional development opportunities.
• Collaborative team culture.
• Access to company resources and tools.