Sales

Customer service Manager

FIS Global

Salt Lake City, Utah, United States
Full-time, Associate
Remote: Yes
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Company Description

Kanz is redefining recruitment in high-growth markets with an AI-powered platform that automates 70% of hiring workflows. We’re looking for a driven, entrepreneurial Account Executive to lead our revenue growth in Saudi Arabia. You’ll be the face of Kenz to our early agency and corporate clients — and a key force in reaching our first $1.6M ARR milestone.

Why Join Kenz?

  • Shape the sales foundation of a fast-growing, mission-driven startup

  • Work directly with the CEO and be rewarded for your wins

  • Make an impact on local employment and national Saudization goals

Job Description

We're looking for a Customer Service Manager to join our team in Salt Lake City, Utah. In this role, you'll lead a dynamic customer service team, drive operational excellence, and ensure every customer interaction reflects our commitment to exceptional service. As a Customer Service Manager, you'll combine strong leadership capabilities with a genuine passion for customer satisfaction, fostering a supportive environment where your team can thrive while consistently exceeding customer expectations.

  • Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and maintain high service standards
  • Develop and implement customer service strategies that enhance customer satisfaction and loyalty across all touchpoints
  • Monitor and analyze key performance metrics, including response times, resolution rates, and customer satisfaction scores, to identify improvement opportunities
  • Conduct regular performance reviews, provide constructive feedback, and create professional development plans for team members
  • Handle escalated customer issues with empathy and decisiveness, ensuring swift and satisfactory resolutions
  • Oversee the onboarding and training of new customer service staff, ensuring they are equipped with the knowledge and skills needed to succeed
  • Collaborate with other departments to streamline processes, improve customer experience, and address systemic issues
  • Customize and optimize customer service workflows and procedures to enhance efficiency and effectiveness
  • Maintain detailed records of customer interactions, complaints, and resolutions to identify trends and areas for improvement
  • Foster a positive team culture that emphasizes collaboration, continuous learning, and customer-focused values

Job Qualifications

  • 3+ years of professional experience in customer service roles
  • 2+ years of supervisory or management experience leading customer service teams
  • Proven expertise in customer service operations and best practices
  • Strong interpersonal and communication skills, with the ability to connect with diverse customer bases and team members
  • Excellent problem-solving and conflict resolution abilities
  • Proficiency with customer relationship management (CRM) software and related customer service tools
  • Demonstrated ability to analyze data and use insights to drive performance improvements
  • Strong organizational and time management skills with the ability to prioritize multiple tasks
  • Experience training and developing customer service staff
  • Knowledge of multi-channel customer support (phone, email, chat, social media)
  • Preferred: Experience with quality assurance programs and process improvement initiatives
  • Preferred: Customer service certification or relevant professional training
I'm Interested