This role will lead 24×7 customer service operations, ensuring continuous monitoring, incident response, and service assurance in line with defined SLAs and customer expectations. The role acts as the primary escalation point for critical incidents, driving coordination, root cause analysis, and preventive actions to improve service stability and customer experience.
This role owns service performance governance, including KPIs, SLA tracking, and executive reporting, while driving process standardization, SOP compliance, and operational improvement initiatives. Working closely with engineering, product, and customer success teams, the Customer Service Manager ensures seamless collaboration during incidents, onboarding, and service changes.
As a people leader, the role manages multi‑shift service teams, ensuring skill readiness, performance coaching, and consistent, high‑quality service delivery.