Customer Service Manager

Customer Service Manager Type: Full-Time | On-site Orlando, Florida Role Overview We are looking for an experienced Customer Service Manager to lead a team of Customer Support Advisors in a fast-paced call centre environment. You will drive performance against KPIs, resolve escalated issues, and continuously improve processes to deliver an exceptional customer experience. Key Responsibilities Lead, coach, and develop a team of Customer Support Advisors through regular 1-2-1s and KPI reviews Handle escalated and complex customer complaints, including long-standing or high-sensitivity cases Manage major incidents, including customer emergencies abroad Analyse customer service data to identify trends and drive performance improvements Develop and maintain department policies, procedures, and quality standards Collaborate with internal teams and supplier partners to resolve queries and improve processes Build strong customer relationships by consistently exceeding expectations Requirements Essential Proven experience in a customer service management or supervisory role Call centre experience Strong knowledge of customer service principles and best practices Excellent communication skills, verbal and written Confident decision-maker with the ability to take ownership and escalate appropriately Calm and professional under pressure with a solutions-focused mindset Strong people leadership skills with the ability to motivate and develop a team High attention to detail and a flexible approach Current passport with ability to travel Desirable Travel industry experience Formal complaint handling experience