Job Description

Position Overview:

We are looking for a Customer Service Manager to lead our passionate and dynamic customer support team. This role is perfect for someone who thrives in a fast-paced, tech-driven environment and is excited about creating impactful solutions for both customers and the business. As the manager, you will play a critical role in ensuring that our customers consistently receive exceptional service, while also helping drive continuous improvement within the team.

Key Responsibilities:

• Team Leadership & Development: Lead, coach, and develop a high-performing team of customer service professionals. Ensure team members are equipped with the skills and resources they need to excel in every customer interaction.

• Customer Engagement: Oversee customer service operations, ensuring our customers receive timely, empathetic, and effective solutions. Resolve complex customer inquiries and issues, ensuring a seamless experience.

• Process Optimization: Implement and refine efficient workflows, utilizing the latest tools and technologies, to ensure a smooth and scalable service delivery. Identify process bottlenecks and provide innovative solutions to streamline operations.

• Quality Assurance & Performance Management: Ensure every customer interaction meets Dynamico’s high standards by conducting regular audits, setting clear expectations, and providing ongoing feedback.

• Data-Driven Decision Making: Leverage customer data and feedback to identify trends, insights, and areas for improvement. Regularly report performance metrics and customer satisfaction levels to senior management.

• Collaboration: Work closely with the Product, Sales, and Marketing teams to align customer service initiatives with business objectives. Support cross-functional teams to drive customer-centric product development and communication strategies.

• Customer Advocacy: Be the voice of the customer within the company, ensuring their needs and feedback are consistently heard and acted upon.

Requirements:

• Experience: 5+ years in customer service, with at least 2 years in a leadership role. Experience in a tech or SaaS environment is a plus.
• Education: Bachelor’s degree in Business, Communications, or a related field (or equivalent experience).
• Leadership: Proven ability to lead, motivate, and coach a team to success in a customer-centric environment.
• Tech-Savvy: Comfortable using customer service software, CRMs (like Zendesk or Salesforce), and data analytics tools to drive team performance.
• Problem-Solving & Creativity: Strong analytical skills with a creative, customer-first approach to problem-solving.
• Communication: Excellent written and verbal communication skills with the ability to articulate complex issues in a simple and clear way.
• Adaptability: Ability to thrive in a fast-paced, rapidly evolving environment while maintaining focus on customer satisfaction and service excellence.

Preferred Qualifications:

• Previous experience in a high-growth tech company or SaaS environment.
• Bilingual skills (Spanish, French, etc.) are a plus.
• Experience in implementing or improving customer service automation and self-service tools.

What We Offer:

• Competitive salary and benefits package.
• Opportunity to work at the forefront of customer service innovation.
• Collaborative, inclusive, and flexible work culture.
• Professional development opportunities to advance your career.
• A chance to make a significant impact in a growing company.

Ready to make a difference at Dynamico? If you’re a passionate leader with a knack for customer satisfaction and a drive for continuous improvement, we want to hear from you!

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