Customer Support Manager

**The Opportunity**:
**Responsibilities**:

- Lead, mentor, and support a team of Customer Service Agents, Team Leaders, and Quality Assurance/Trainers to deliver excellent customer service.
- Develop and implement strategies to improve team performance, engagement, and motivation.
- Oversee day-to-day operations of the CS team, ensuring all customer inquiries and issues are addressed in a timely and efficient manner.
- Collaborate with other departments (such as Logistics, Client Success Managers, and Operations) to ensure smooth communication and issue resolution.
- Manage the Quality Assurance (QA) and Training team to ensure all agents are trained effectively and meet performance standards
- Build and maintain strong, long-term relationships with clients.
- Serve as the point of escalation for client issues, ensuring timely resolution of issues.
- Consistently update senior management on team performance, customer feedback, and relevant data.
- Use data-driven insights to guide decision-making and optimize team performance.
- Act as a key point of contact for escalated customer/client issues and work to resolve complex or high-priority problems.
- Stay current with customer service trends, tools, and technologies, and bring innovative ideas to the team.
- Champion a culture of continuous learning and improvement within the team.

**Requirements**:

- Proven experience in customer service or customer support management, with at least 3 years in a leadership role.
- Experience managing teams of agents, team leaders, and trainers.
- Strong communication, interpersonal, and conflict-resolution skills.
- Ability to analyze data and make informed decisions.
- Proficient in customer service software, CRM systems, and other relevant tools.
- Ability to work under pressure and prioritize tasks in a fast-paced environment.
- Strong problem-solving skills and a proactive approach to handling customer issues.
- Ability to collaborate effectively with cross-functional teams.
- Degree level education or equivalent relevant experience.
- Strong organizational and time management skills.
- Ability to adapt to changing circumstances and new technologies.
- A customer-centric approach aimed at improving customer happiness and operational efficiency.
- Ability to give and receive constructive feedback.

**About ESW**:
Our purpose is simple: to create moments that matter between people and the brands they cherish. We enable brands to expand their global reach to over 260 countries, facilitating simple and seamless ecommerce experiences for consumers worldwide. Through our integration solutions, we deliver a complete international checkout experience, including local duties, taxes, fulfilment, delivery management, and global returns and payment processing capabilities.

Guided by our values—Own It, Champion Simplicity, Win as One, and Debate then Commit—we strive to foster innovation, accountability, and teamwork, creating solutions that inspire trust and drive impactful results.

**Why join us?**:

- **Competitive salary and benefits**: Your financial well being is important to us. Join ESW and experience the satisfaction of being rewarded for your hard work, dedication and commitment.
- **Professional and personal development**: Find your spark and leave your mark. We will ensure your talent is nurtured and cultivated for growth and success throughout your career with ESW.
- **Hybrid Working**: Our Hybrid Working Model empowers you to embrace the flexibility of hybrid working and enjoy the best of office and remote work.
- **Diversity, Belonging & Inclusion**: When we win, we win together. You'll be part of a culture that values every individual for who they are, fostering an environment where uniqueness is encouraged.

ESW is an equal opportunity employer, and we're proud of our ongoing efforts to foster diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at ESW are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law.

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