Customer Service Manager - Lead & Scale Growth in Support
Fastned UK Limited
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Benefits offered by this job
Job summary
Fastned UK Limited is seeking a Customer Service Manager to lead a 10-person team and oversee our BPO partner. You will drive improvements across processes, quality and performance, ensuring Fastned delivers a best-in-class customer experience.
You will report to the Head of Service Operations and collaborate with multiple teams to scale support as we grow. You will monitor service levels, CSAT, response times, and resolution rates, while fostering an environment of learning, feedback, and
Qualifications
- 5+ years of experience in customer operations, customer service, or operations management.
- Proven experience managing, coaching and developing teams.
- Experience working with a BPO or external service provider.
- Experience with process optimisation, automation and continuous improvement.
- Fluent in English; Dutch language skills are a plus.
Responsibilities
- Lead a team of 10 people and manage our BPO partner.
- Drive continuous improvement across processes, quality and performance.
- Monitor service levels, CSAT, response and resolution times.
- Collaborate with Service Operations and other teams to scale support.
Skills
Job description
Fastned UK Limited is seeking a Customer Service Manager to lead a 10-person team and oversee our BPO partner. You will drive improvements across processes, quality and performance, ensuring Fastned delivers a best-in-class customer experience.
You will report to the Head of Service Operations and collaborate with multiple teams to scale support as we grow. You will monitor service levels, CSAT, response times, and resolution rates, while fostering an environment of learning, feedback, and
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