Note: The job is a remote job and is open to candidates in USA. CeriFi is dedicated to delivering exceptional customer experiences, and they are seeking a Customer Service Manager who is passionate about developing people and improving processes. The role involves leading a customer service team, overseeing operations, and driving continuous improvement initiatives to enhance customer satisfaction.
Responsibilities
- Lead, coach, and inspire a team of Customer Service Representatives, fostering a culture of accountability, collaboration, and exceptional service
- Set clear performance expectations and provide ongoing coaching, feedback, and professional development opportunities
- Conduct regular performance reviews and create development plans that help team members grow in their careers
- Promote a positive, customer-first culture that celebrates continuous learning and operational excellence
- Oversee the daily operation of the customer service team, ensuring timely, accurate, and high-quality support across phone, email, and case management channels
- Monitor team workload, staffing needs, and service levels to consistently meet response time, quality, and customer satisfaction goals
- Manage escalated customer concerns with empathy, professionalism, and a focus on delivering positive outcomes
- Ensure customer interactions consistently reflect CeriFi's commitment to exceptional service
- Establish and monitor key performance indicators (KPIs), including response times, resolution rates, customer satisfaction, and team productivity
- Analyze operational data and customer feedback to identify trends, uncover opportunities, and recommend improvements
- Provide regular reporting and business insights to leadership on service performance and operational health
- Forecast customer demand and adjust staffing plans to support changing business needs
- Lead initiatives that improve operational efficiency, streamline workflows, and enhance the customer experience
- Evaluate customer service tools, technologies, and processes, making recommendations that support scalability and continuous improvement
- Develop, maintain, and refine customer service policies, procedures, and best practices to ensure consistency across the organization
- Collaborate closely with teams across Accounting, Product, Marketing, Sales, IT, and Client Experience to resolve customer issues and improve end-to-end processes
- Serve as a voice of the customer by sharing insights and identifying opportunities to improve products, services, and internal operations
- Champion collaboration across departments to create a seamless customer journey
Skills
- Bachelor's degree in Business, Communications, or a related field (or equivalent experience)
- 5+ years of customer service experience, including at least 2 years leading or supervising customer service teams
- Proven success improving service delivery, customer satisfaction, and operational performance
- Experience using CRM platforms, customer service software, and reporting tools to drive business decisions
- Strong analytical and problem-solving skills with the ability to make data-driven recommendations
- Excellent communication, coaching, and relationship-building skills
- Ability to thrive in a fast-paced environment while balancing multiple priorities
- A continuous improvement mindset with a passion for creating exceptional customer experiences
Company Overview