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Customer Service Operations Manager, Up to £50,000 Bonus Benefits, Weybridge Area, Amazing Growing Company with Great Culture to Match, Monday to Friday Only.
Customer Service and Operations Manager Overview:
This company is truly revolutionising the social media / influencer space! This fast-growing start-up organisation help digital creators turn their passion into a highly profitable personal brand, providing them with the tools, support, and platforms to monetise their influence. As a Customer Service Operations Manager, you will be at the forefront of this exciting movement, driving growth, inspiring sales excellence, and shaping the future of the company!
The Customer Service & Operations Manager position is a senior role within the business and will take responsibility for managing and scaling the Chat Operations Team, with the ultimate goal of delivering exceptional customer engagement.
This position will need an individual who is experienced either in managing in a chat or call centre operations environment, as part of this position will be to ensure processes maximised to increase client revenue whilst ensuring operational excellence across all chat and communications related functions.
This is a strategic role that combines operational leadership, team development and cross-functional collaboration to drive revenue growth client success.
You will own the day-to-day execution and long-term strategy of chat operations, including onboarding of new clients, assigning and managing chat teams, driving morale and accountability and leveraging data to improve outcomes.
You will be expected to balance high-level strategic thinking with hands-on management of systems, tools, people and processes to build a best-in-class chat and centre operations.
Ideal Experience / What's in your DNA?
Strong leadership skills with experience managing, mentoring and scaling high-performing remote teams
Proven ability to set, track and achieve team and individual performance targets
Experience in hiring, training and developing team members across multiple levels (leads, seniors & juniors)
Good understanding of platform chat operations, including tone, monetisation and engagement strategies would be a strong advantage to the position.
Strong communication and collaboration skills — able to keep teams engaged and aligned
Experience in helping onboarding new customers a strong advantage to the role
Problem-solving mindset — able to quickly identify challenges and implement efficient solutions
Comfortable working in a fast-paced, evolving environment with multiple stakeholders
