Customer Service Manager

Customer Service Manager

Type: Full-Time | On-site Orlando, Florida

Role Overview

We are looking for an experienced Customer Service Manager to lead a team of Customer Support Advisors in a fast-paced call centre environment. You will drive performance against KPIs, resolve escalated issues, and continuously improve processes to deliver an exceptional customer experience.

Key Responsibilities

• Lead, coach, and develop a team of Customer Support Advisors through regular 1-2-1s and KPI reviews
• Handle escalated and complex customer complaints, including long-standing or high-sensitivity cases
• Manage major incidents, including customer emergencies abroad
• Analyse customer service data to identify trends and drive performance improvements
• Develop and maintain department policies, procedures, and quality standards
• Collaborate with internal teams and supplier partners to resolve queries and improve processes
• Build strong customer relationships by consistently exceeding expectations

Requirements

Essential

• Proven experience in a customer service management or supervisory role
• Call centre experience
• Strong knowledge of customer service principles and best practices
• Excellent communication skills, verbal and written
• Confident decision-maker with the ability to take ownership and escalate appropriately
• Calm and professional under pressure with a solutions-focused mindset
• Strong people leadership skills with the ability to motivate and develop a team
• High attention to detail and a flexible approach
• Current passport with ability to travel

Desirable

• Travel industry experience
• Formal complaint handling experience