Role Description The Customer Service Manager is a full-time, remote role responsible for leading and optimizing customer support operations. This role oversees customer service teams, sets performance standards, and ensures timely resolution of inquiries and issues across multiple channels. The manager monitors service quality, analyzes feedback and support data, and implements improvements to enhance customer satisfaction and retention. Daily responsibilities include coaching team members, developing and updating support procedures, collaborating with product and operations teams on customer-impacting issues, and maintaining consistent communication with internal stakeholders. The role also involves creating reporting dashboards, managing escalations, and contributing to customer-centric strategies that align with Cheezee Global’s payment solutions.

Qualifications

• Candidates should possess strong skills in Customer Service Management and Customer Support to lead teams and handle complex inquiries effectively.
• Candidates should possess expertise in Customer Satisfaction, including experience developing processes and metrics that improve customer experience and loyalty.
• Candidates should possess solid Analytical Skills to interpret support data, identify trends, and propose actionable improvements.
• Candidates should possess excellent Communication skills, including clear written and verbal communication and the ability to engage with diverse customers and internal teams.
• Experience managing remote or distributed customer service teams and working with ticketing or CRM platforms (e.g., Zendesk, Salesforce, Freshdesk) is beneficial.
• Background in payments, fintech, or related digital services, especially in international or emerging markets, is a plus.
• Demonstrated ability to handle escalations, prioritize tasks, and make decisions in a fast-paced environment.
• Bachelor’s degree in Business, Communications, or a related field, or equivalent practical experience.
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