Customer Success Manager

• Lead, coach, and mentor a team of Customer Engagement Centre (CEC) agents to deliver excellent customer service.
• Manage team rotas, workloads, and performance metrics; take ownership of rotas and workflows.
• Resolve escalated calls and complex complaints directly, aiming for 95%+ resolved at first point of contact.
• Hold regular 1:1s, coaching sessions, and team meetings to support colleague growth and wellbeing.
• Use data-driven insights to track and improve individual and team performance and behaviours.
• Drive team engagement and wellbeing initiatives and foster a supportive culture.
• Recruit, onboard, and develop new team members; manage multiple workstreams across inbound/outbound calls and digital channels.
• Collaborate closely with other departments and the Operations Manager to deliver seamless customer experiences and achieve business objectives.
• Champion change initiatives, refine processes, and continuously improve operational efficiency and customer outcomes.

Team Leader – Customer Engagement Centre

Senior Customer Success Manager, German Speaking

Senior Customer Success Manager, German Speaking

Customer Success Manager

Client Success Manager – UK, Europe

Customer Success Manager