Manager - Customer Service

Role Summary

The Customer Service Manager (CSM) is responsible for the day-to-day performance and stability of customer service operations in a fast-paced fintech environment. This role requires a hands-on, data-driven leader with experience managing high-volume call centre and digital support operations, capable of translating operational data into actionable insights.

The CSM will drive service performance through queue management, capacity planning, root cause analysis (RCA), and Voice of Customer (VoC) insights, while working closely with internal teams and outsourced partners to deliver consistent, compliant, and high-quality customer outcomes.

Responsibilities

Strategy & Insights (CSM Level)

· Analyse customer service performance metrics including SLA, FCR, CSAT, NPS, AHT, backlog, abandonment, and repeat contacts

· Identify trends and drivers behind performance movements and translate them into clear operational actions

· Lead root cause analysis (RCA) for key issue types (e.g. remittance status checks, escalations, repeat contacts)

· Own and contribute to Voice of Customer (VoC) insights, highlighting recurring customer pain points and improvement opportunities

· Provide structured, insight-led updates to the Head of Customer Service and senior stakeholders

Operational Service Delivery

· Manage day-to-day customer service operations across voice, tickets, email, and in-app support channels

· Oversee high-volume call centre operations, ensuring queue health, responsiveness, and service stability

· Monitor ticket backlogs, ageing, and abandonment rates, taking corrective action where required

· Manage escalations, including coordination with internal teams and third-party partners

· Lead and participate in daily stand-ups to track performance, risks, and priorities

Capacity Planning & Workforce Management

· Track service demand versus available capacity by channel and product

· Identify capacity gaps and support short-term and medium-term workforce planning

· Monitor agent productivity, utilisation, and adherence

· Support SLA and KPI discussions with outsourced partners using data-backed insights

CRM & Process Discipline

· Ensure consistent and accurate use of the CRM, including:

o Ticket logging and categorisation

o Status updates and escalation handling

o Routing and workflow adherence

· Maintain strong data hygiene to support reliable reporting and analysis

· Identify process inefficiencies or system gaps based on hands-on operational experience

People Leadership & Team Enablement

· Provide hands-on coaching and real-time guidance to agents and team leads

· Reinforce service quality standards, communication best practices, and escalation protocols

· Act as a first point of support for complex or sensitive customer cases

· Foster a culture of accountability, continuous improvement, and customer focus

Requirements

· 8-10 years of work experience

· Proven experience managing high-volume call centre and digital support operations, ideally within fintech, banking, or financial services

· Strong data and analytical skills, with the ability to interpret performance metrics and drive actions

· Hands-on experience with CRM systems (ticketing, routing, reporting)

· Experience leading RCA and VoC analysis to drive service and process improvements

· Strong stakeholder management skills, including collaboration with Product, Tech, Risk, and outsourced partners

· Ability to operate effectively in a fast-paced, regulated environment

Desirable

· Experience working with outsourced BPO partners

· Exposure to fintech products such as payments, wallets, lending, or merchant services

· Understanding of regulatory and compliance considerations in customer service operations

Success Measures

· Improved SLA, FCR, CSAT, and abandonment performance

· Reduced backlog and ageing tickets

· Clear, actionable RCA and VoC insights influencing operational improvements

· Stable and predictable day-to-day service delivery

· Improved agent productivity and consistency