Senior Customer Service Manager

Company Description ANR Business Consulting delivers smart, reliable offshore support that helps organizations scale faster and operate more efficiently. The company specializes in recruitment support, virtual assistants, accounting, digital marketing, and IT solutions, serving a wide range of business needs. By leveraging skilled offshore talent and a client-first approach, ANR Business Consulting enables clients to reduce costs, increase productivity, and maintain focus on strategic growth. The firm offers flexible, scalable support models that adapt to changing business requirements. Prospective team members join a growth-oriented environment that values service quality and long-term partnerships.
Role Description The Senior Customer Service Manager is responsible for overseeing day-to-day customer service operations and ensuring high levels of client satisfaction across ANR Business Consulting’s service lines. This full-time remote role includes leading and coaching customer service teams, setting performance goals, and monitoring key metrics such as response times, resolution rates, and satisfaction scores. The role involves developing and refining customer service policies, workflows, and best practices, as well as handling escalated issues to ensure timely and effective resolutions. The Senior Customer Service Manager collaborates closely with operations, account management, and leadership to understand client needs, identify service improvements, and support continuous enhancement of customer experience. Additional responsibilities include preparing regular service performance reports, using data and feedback to drive process optimization, and contributing to training programs that build service excellence.
Qualifications
Strong customer-focused skills, including Customer Service Management, Customer Support, and Customer Satisfaction, with a track record of improving client experience.
Excellent Communication skills, including clear written and verbal communication and the ability to present insights and recommendations to stakeholders.
Solid Analytical Skills to interpret service metrics, identify trends, and recommend data-driven improvements.
Proven experience managing or leading customer service or support teams, preferably in a BPO, consulting, or offshore services environment.
Ability to work effectively in a remote, cross-cultural setting, with strong organizational and time-management abilities.
Experience designing and implementing customer service processes, KPIs, and quality standards.
Proficiency with customer service platforms and CRM tools; familiarity with reporting and dashboard tools is beneficial.
Bachelor’s degree in Business, Management, Communications, or a related field, or equivalent professional experience.

Work arrangement
Yes