Customer Service Manager

We are currently searching for a Customer Service Manager for our client in London, Ontario. The CSM will work cross\-functionally, partnering with teams across the company to help architect the future of our support strategy, while leading a team to be their best. This role is ideal for someone who thrives in a fast\-paced environment, enjoys managing a broad portfolio of customers, and takes pride in delivering consistent value through strong execution and prioritization. It requires intentional engagement, sound judgment, and a customer\-first mindset. **KEY RESPONSBILITIES:** * Lead a team of motivated Customer Care individuals who are focused on driving customer success in order to deliver on operational KPIs * Support your team by being present and approachable, answering questions, facilitating 1:1s, coaching sessions, broader team meetings, and providing real\-time feedback to your team * Establish, manage your team to individual and team goals and objectives * Monitor daily, monthly and annual productivity of team members to improve quality of customer service * Develop best practices to identify, escalate and provide solutions to improve operating efficiencies, workflows and expectations * Partner with other managers to help implement appropriate support models * Analyze data to identify areas of improvement * Responsible for maintaining current knowledge of changes to sales policies * Lead a team focused on driving customer success and delivery of operational KPIs * Assist in report creation reflecting support performance and/or conversation details * Monitor the Customer Care queues and assign resources to ensure we meet our targets * Deliver exceptional experiences, solve problems and connect customers with solutions that maximize their investment * Identify quality trends and process improvements to improve cost efficiency/productivity for the department **QUALIFICATIONS:** * Bachelor's degree in business/marketing or equivalent experience * 7\+ years' of customer management experience in a fast\-paced environment * Excellent organizational, verbal and written communication skills * Ability to review and analyze data reports and manuals * Strategic problem solver with the ability to implement changes and improvements * Proven collaboration and influencing skills to build and maintain relationships internally and with customers * Excellent listening, presentation and communication skills at all business levels * Strong prioritization and time\-management/leadership skills * Comfortable working in a fast\-moving, growing company * Proficiency in Microsoft Office suite (Outlook, Excel, Word, PowerPoint, etc.)