Senior Customer Support (CSR) Manager

About Us:

We are seeking an experienced, customer-obsessed Senior Customer Support (CSR) Manager to lead our remote customer service teams, elevate customer satisfaction metrics, and streamline daily support operations.

Key Responsibilities:

Team Leadership & Coaching: Manage, mentor, and evaluate a team of remote CSR agents to maintain top-tier service quality, empathy, and professionalism.

Performance Metric Tracking: Monitor and optimize key support metrics, including First Response Time (FRT), Average Handling Time (AHT), Customer Satisfaction (CSAT), and ticket resolution rates.

Process Standardization: Develop and update standard operating procedures (SOPs), scripts, and escalation workflows to handle high volumes of customer inquiries smoothly.

Quality Assurance Audits: Regularly audit calls, chats, and email s to provide constructive feedback and targeted training to agents.

Executive Reporting: Deliver regular performance summaries, trend analyses, and customer feedback insights to upper management.

Key Requirements:

Minimum 5+ years of experience managing customer support or call center operations, preferably within a U.S.-facing BPO or service industry.

Demonstrated success in driving customer support KPIs and managing remote support teams.

Excellent conflict resolution skills and the ability to maintain composure under pressure.

Superior English written and verbal communication skills.