Customer Service Manager

We are seeking an experienced Customer Service Manager to lead our customer support team, develop Standard Operating Procedures (SOPs), and integrate AI-driven solutions to enhance efficiency and customer satisfaction. The ideal candidate will have a strong background in customer service management, process optimization, and AI-driven automation. This role will be joining part of a Fitness and Health and Wellness Brand that has been well known and going through a restructuring update.

All applicants must submit PDF form CV/Resume along with a video self-introduction to be eligible for an interview.

Key Responsibilities:
Develop and implement SOPs to streamline customer service operations.

Integrate AI-powered tools (chatbots, automated responses, sentiment analysis) to improve customer interactions.

Lead and mentor the customer service team, ensuring high performance and engagement.

Monitor customer service metrics and optimize processes for efficiency.

Collaborate with IT and AI specialists to ensure seamless AI integration.

Handle escalated customer issues and provide strategic solutions.

Stay updated on industry trends and AI advancements in customer service.

Qualifications & Skills:
Proven experience as a Customer Service Manager or similar role.

Strong knowledge of SOP development and process optimization.

Familiarity with AI-driven customer support tools (chatbots, CRM automation, etc.).

Excellent leadership, communication, and problem-solving skills.

Ability to analyze customer service data and drive improvements.

AI Training & Maintenance – Ensure AI tools are properly trained, updated, and aligned with customer service goals.

Analysis & Reporting – Use AI-powered analytics to track customer trends and improve service strategies.

Bachelor's degree in Business Administration, Customer Service Management, or related field (preferred).

Experience with small parts/consoles and fitness machines (preferred).