Role Summary

The Customer Service Manager (CSM) is responsible for the day-to-day performance and stability of customer service operations in a fast-paced fintech environment. This role requires a hands‑on, data‑driven leader with experience managing high-volume call centre and digital support operations, capable of translating operational data into actionable insights. The CSM will drive service performance through queue management, capacity planning, root cause analysis (RCA), and Voice of Customer (VoC) insights, while working closely with internal teams and outsourced partners to deliver consistent, compliant, and high-quality customer outcomes.

Responsibilities

Strategy & Insights (CSM Level)

• Analyse customer service performance metrics including SLA, FCR, CSAT, NPS, AHT, backlog, abandonment, and repeat contacts
• Identify trends and drivers behind performance movements and translate them into clear operational actions