Key Responsibilities

• Lead and mentor junior and senior executives to achieve performance goals.
• Conduct daily case reviews and quality assurance checks.
• Track team performance through KPIs and metrics to drive results.
• Manage high-value or high-risk customer cases with professionalism.
• Approve goodwill or service recovery actions within your authority.
• Escalate legally sensitive matters to management when necessary.
• Oversee the strategy for managing online reviews, including Google.
• Ensure consistent brand tone and messaging across all public responses.
• Prepare monthly reports on complaints, risks, and trends.
• Identify recurring service gaps and propose actionable improvements.

Requirements

• 4–6 years of experience in customer service, complaint management, or related fields.
• Prior supervisory or team leadership experience preferred. <...