Customer Service Manager

**Role Overview** We are looking for a hands\-on Customer Service \& Quality Manager to lead and improve our customer support function across our fintech products. This role is responsible for ensuring fast, clear, and reliable customer support, while bringing structure and discipline to how the team operates. You will manage day\-to\-day performance, improve customer experience, and ensure the team is working efficiently and consistently. **Key Responsibilities** **Customer Service \& Experience** * Ensure high\-quality support across all channels (calls, chat, WhatsApp, email) * Improve response times, resolution quality, and customer satisfaction * Identify recurring issues and improve the customer journey **Team Leadership \& Performance** * Manage and develop Customer Service and Quality teams * Set clear KPIs and ensure accountability across the team * Conduct regular performance reviews and coaching * Ensure the team is well\-organised, responsive, and fully utilised **Campaign \& Customer Engagement** * Oversee execution of onboarding, retention, and conversion campaigns * Ensure leads are followed up quickly and consistently * Improve how the team communicates product value to customers **Operations \& SLA Management** * Manage daily workload, queues, and backlog * Ensure SLAs for response and resolution are met * Align team capacity with business and campaign needs * Improve efficiency and remove unnecessary tasks **Quality \& Compliance** * Maintain quality standards and review customer interactions * Ensure adherence to KYC, AML, and internal processes * Identify risks and escalate issues where needed **Reporting \& Process Improvement** * Own daily and weekly performance reporting * Provide clear visibility on team output and customer trends * Maintain and improve SOPs and workflows **Requirements** * 5\+ years in customer service or support operations * Experience managing teams in a fast\-paced environment * Fintech, payments, or similar experience preferred * Strong communication and organisational skills * Ability to take ownership and drive improvements **What Success Looks Like** * Faster response and resolution times * Strong team performance and utilisation * Clear, consistent reporting * Improved customer experience and fewer escalations