omaze - Customer Service Manager

• Delivering against key service metrics across email, voice and live chat, including CSAT, First Time Resolution, SLAs and response times • Monitoring, analysing and reporting on service performance, using data to identify trends and drive continuous improvement • Leading, coaching and developing a small internal CX team, while managing the performance and output of a larger outsourced partner • Managing workload forecasting and resource planning to ensure effective coverage and cost efficiency across both in-house and outsourced teams • Collaborating with outsource partners to set daily service goals, manage performance and maintain quality standards • Owning and optimising CX tools and systems (e.g. ticketing platforms, QA frameworks, knowledge bases) to improve efficiency and scalability • Building and maintaining a strong foundation of documentation, training and processes to support a lean and scalable support model • Acting as the voice of the customer by capturing and sharing insights with Product, Marketing and other teams to influence improvements • Supporting cross-functional initiatives to enhance customer experience through new tools, processes, policies and product changes • Partnering with senior leadership to contribute to the development and evolution of the customer experience strategy • Leading the CX response to incidents, coordinating with relevant teams and implementing new processes where required • Handling complex and escalated customer issues with empathy and sound judgement • Identifying and escalating risks or recurring issues impacting customer experience • Managing and supporting privacy rights processes in line with regulatory requirements • Running regular quality assurance and performance reviews with outsource partners • Partnering with senior leadership to support planning around budgets, service levels and customer satisfaction targets