Customer Service Manager

Job Summary:The CS Manager is responsible for leading the overall Customer Service function and ensuring the delivery of timely, accurate, professional, and customer-focused support across all service channels. The Manager also serves as a key voice of the customer, using customer feedback, service data, and recurring concerns to identify opportunities to improve processes, products, systems, and the overall customer experience. The role is expected to balance customer satisfaction, operational efficiency, regulatory compliance, and business requirements in a fast-paced and high-volume environment.

Key Responsibilities

Customer Service OperationsLead the overall Customer Service operations across applicable channels such as voice, email, chat, social media, and in-app support.Ensure customer inquiries, requests, complaints, and escalations are handled accurately, fairly, and within established service standards and turnaround times.Oversee complex and sensitive customer concerns, coordinating with Risk, Legal and Compliance, External Affairs, Fraud, Product, Technology, Collections, and other relevant teams as needed.Monitor backlogs, staffing requirements, recurring issues, and operational risks, and implement appropriate corrective actions.Establish and continuously improve customer service policies, procedures, workflows, and escalation protocols.Ensure proper documentation, reporting, and operational controls are maintained across customer service activities.Customer Experience & Service Quality:Build and maintain a strong customer-centric culture within the Customer Service organization.Establish and enforce service quality and customer experience standards.Analyze customer feedback, complaints, and service trends to identify customer pain points and recurring concerns.Conduct root-cause analysis and work with relevant business teams to address issues affecting the customer journey.Drive initiatives that simplify customer interactions, reduce customer effort, and improve service quality.Ensure customer communications are clear, accurate, professional, empathetic, and consistent with company standards.Team Leadership & Development:Lead, coach, and develop CSR TLs, and CSR Specialists; Set clear expectations on service quality, productivity, customer handling, and professional conduct.Conduct regular coaching, operational reviews, calibration sessions, and performance discussions.Identify competency and training needs and coordinate appropriate development interventions.Analytics & Continuous Improvement:Monitor customer service data, customer feedback, and service quality trends to identify risks and improvement opportunities.Translate customer insights into actionable recommendations for management and relevant business teams.Identify the root causes of repeat contacts, recurring complaints, and avoidable customer service demand.Review processes regularly and identify opportunities to simplify, automate, or eliminate unnecessary activities.Partner with Product, Technology, Operations, and other teams on process improvements, system enhancements, automation, chatbot, AI, CRM, and customer service transformation initiatives.Governance, Risk & Compliance:Ensure Customer Service operations comply with company policies, approved procedures, data privacy requirements, consumer protection standards, and applicable regulatory requirements.Maintain appropriate operational controls to minimize service errors, customer impact, fraud exposure, and reputational risk.Support audits, compliance reviews, regulatory examinations, and investigations involving Customer Service operations.

Qualifications

Bachelor’s degree in Business Administration, Communications or a related field; extensive relevant experience may be considered in lieu of a degree.At least 5 years of customer service experience in fintech, online lending, digital banking or financial services, including at least 2 years in a management role.Solid understanding of online lending, consumer credit and digital finance workflows, with working knowledge of SEC lending rules and the Data Privacy Act.Proven record of meeting service KPIs and improving CSAT or NPS.Proficient in MS Office and CRM or ticketing tools and quick to adopt new technology and AI tools.Excellent written and spoken English and Filipino, with strong leadership and interpersonal skills.Sound judgment when handling upset customers and sensitive personal or financial information.Willing to work flexible hours, including weekends and holidays when needed.