CS Manager

What You’ll Do

• Lead, mentor, and manage a large-scale global customer support organisation across multiple time zones and languages, ensuring consistent, high-quality service delivery.
• Own team OKRs and KPIs, monitor performance trends, and drive continuous improvement to meet operational and customer satisfaction targets.
• Act as the primary escalation point for critical customer issues, including high-impact cases surfaced via social media or other public channels.
• Partner closely with Product, Operations, Risk, Compliance, and Engineering teams to resolve complex issues and improve end-to-end customer experience.
• Design, implement, and continuously refine customer support processes, SOPs, and workflows to improve efficiency, scalability, and service consistency.
• Prepare and present data-driven reports, insights, and recommendations to internal stakeholders and senior leadership.
• Drive the adoption and optimisat...