Customer Service Operations Manager

About the role As the Customer Service Operations manager here at Superscript, you will play a crucial role in shaping and executing our customer service operations strategy. You will oversee the day-to-day operations of the customer service department, leading a team of three customer success executives, along with a customer operations administrator. You will ensure efficient and effective customer service delivery, handle escalated customer issues, and implement strategies to improve customer satisfaction and retention.  What you'll get up to:

• Lead, motivate, and manage a team of customer success executives.
• Provide coaching, training, and performance feedback to ensure high-quality service delivery.
• Allocate resources effectively to meet service level agreements and customer expectations.
• Handle escalated customer inquiries, complaints, and complex issues in a timely and satisfactory manner.
• Investigate root causes of customer problems and implement corrective actions to prevent recurrence.
• Liaise with other departments to resolve customer issues that require cross-functional collaboration.
• Provide the team support at times of high volume or absence to ensure customer experience impact is mitigated and SLAs are met.
• Foster a culture of continuous learning and development within the customer success/service team.