Customer Service Manager

Description

Job Summary: We are seeking a Customer Service Manager to lead a team, optimize processes, and ensure an exceptional customer experience at Singularu. Key Highlights: 1. Team leadership and motivation 2. Service transformation and automation with AI 3. Cross-functional collaboration for continuous improvement ##### **About the Role** As the **Customer Service Manager**, your primary mission is to guarantee an exceptional and consistent customer experience across all our touchpoints. At Singularu, we place our customers at the heart of everything we do—and this role is fundamental to leading the team, optimizing our processes, and ensuring every interaction reinforces trust in our brand. ______________________________________________________________________________________ **What Will Be Your Mission?** * **Team Leadership:** You will coordinate and motivate the Customer Service team. You will schedule shifts, design continuous training plans, and exercise leadership that fosters cohesion and a positive work environment. * **Service Transformation and Automation:** You will design and execute a department modernization roadmap, incorporating automations, AI, and self-service tools to improve operational efficiency, customer experience, and scalability. Your goal will be to reduce friction, response times, and manual dependency—while always maintaining quality and brand tone. * **Service Excellence:** You will oversee resolution of complaints, incidents, changes, and returns. Your objective will be to resolve inquiries in a single interaction whenever possible—achieving maximum satisfaction and loyalty. * **Data-Driven Optimization:** You will analyze contact reasons to identify opportunities for automation, product improvement, or structural reduction of incidents—collaborating cross-functionally with Technology, Product, and Marketing. * **Technology Management and KPIs:** You will supervise usage of our CRM and ticketing systems, define departmental KPIs, and prepare periodic reports proposing improvements to our omnichannel experience. * **Compliance and Regulations:** You will ensure all processes comply with applicable regulations (data protection, consumer rights) and implement corporate policies in coordination with Legal and Quality. * **Cross-Functional Vision:** You will constantly collaborate with other departments to resolve incidents, evaluate customer suggestions, and ensure continuous improvement. ______________________________________________________________________________________ **Who Are We Looking For?** We seek someone who combines strong analytical and leadership capabilities with the energy and empathy of our culture: * **Education:** Bachelor’s degree in Business Administration, Communications, Marketing, or related field. * **Experience:** Minimum 3–5 years of prior experience managing Customer Service departments—preferably in Retail or e-commerce—with proven team leadership experience. * **Tech-Savvy & Continuous Improvement Mindset:** Experience implementing automations, chatbots, intelligent workflows, or AI solutions in Customer Service environments. Ability to evaluate market tools and lead their implementation with focus on real impact (ticket reduction, SLA improvement, CSAT increase). * **Tool Proficiency:** Fluency in CRMs, ticketing systems (e.g., Zendesk, Gorgias, or similar), and digital tools. Ability to analyze data and metrics. * **Customer-Centric:** Fully oriented toward the customer—always seeking balance between their needs and company objectives. * **Empathetic Leadership & Communication:** Capable of inspiring, training, and unlocking your team’s full potential—with excellent communication skills both externally (toward customers) and internally (cross-departmental collaboration). * **Problem Solving & Proactivity:** Methodical, anticipatory of issues, and consistently proposing solutions and process improvements. * **Efficiency-Oriented Without Losing Humanity:** Understand how to balance automation with personalized service—knowing precisely what should be handled by machines versus people. ______________________________________________________________________________________ **What Do We Offer?** Exclusive discount on our jewelry Coffee, fruit, and a team of +350 people eager to innovate Flexible compensation plan Real growth: Join a rapidly expanding Valencian company where your work directly impacts the brand’s success. **Our Team Values** **OUR GIRLS ALWAYS COME FIRST** **TEAM WORK, DREAM WORK** **TRUST THE PROCESS** **ALWAYS PROACTIVE & POSITIVE** **ENJOY ALL OF IT**