Customer Support Operations Manager

Job Summary

A company is looking for a Manager, Servicing Customer Support.

Key Responsibilities

• Provide operational oversight of outsourced Customer Service operations, ensuring accountability to SLAs and quality standards
• Oversee internal Customer Service operations for accuracy, efficiency, and compliance with company policies
• Manage executive-level escalations and lead cross-functional resolution efforts, ensuring regulatory compliance and risk mitigation

Required Qualifications

• Minimum 5 years of experience in customer service or relevant field, with at least 3 years in a leadership role
• Advanced proficiency in MS Office Suite
• Experience managing outsourced or BPO partners preferred
• Strong analytical skills with experience in managing KPIs such as SLA and CSAT
• Knowledge of collection industry regulations