Customer Service Manager

Key Responsibilities Lead, coach, and develop a team of customer service representatives and supervisors. Establish performance standards, monitor KPIs (CSAT, NPS, FCR, AHT), and report on team metrics. Optimize workflows, escalation processes, and knowledge base to improve efficiency and resolution rates. Manage staffing, scheduling, and workforce planning to meet service levels. Handle escalated customer issues, ensuring timely and satisfactory resolutions. Collaborate with Product, Sales, and Engineering to surface customer feedback and recommend product/service improvements. Design and deliver training programs and onboarding for new agents. Implement and maintain customer service tools (CRM, ticketing systems, chat, phone). Drive initiatives to increase customer retention and loyalty. Qualifications 3–7+ years in customer service with at least 2 years in a supervisory/managerial role. Proven experience managing teams and improving customer experience metrics. Strong familiarity with customer support tools (e.g., Zendesk, Salesforce Service Cloud, Freshdesk) and analytics. Excellent communication, conflict resolution, and coaching skills. Data-driven mindset; experience using KPIs to guide decision-making. Bachelor’s degree in Business, Communications, or related field preferred (or equivalent experience). Preferred Skills Experience in Hospitality. Experience with omnichannel support (phone, email, chat, social). Salary: $3200 - $4500 per month Interested please email detailed resumes with work experience and attached a most recent photo to rachel@jalley.com.sg Ow Ting Ting (R2094613) Jobs Alley Pte Ltd (21C0599)