Customer Service Manager

The ideal candidate is responsible for leading a team of trained product experts who provide our customers with a delightful, frictionless experience.

What you'll do

• Lead, mentor, and manage a global customer support team across multiple timezones and languages, ensuring consistent, high-quality service delivery.
• Own team OKRs and KPIs; analyze performance trends and make strategic adjustments to meet targets.
• Respond promptly and professionally to critical escalations and customer complaints, including those surfaced on social media or public channels.
• Collaborate cross-functionally with Product, Operations, Risk, Compliance, and Engineering to improve user experience and resolve complex issues.
• Develop, optimize, and innovate customer service processes, SOPs, and workflows to improve efficiency and scalability.
• Produce clear, data-driven reports and business updates for internal stakeholders and senior le...