Customer Services Front Manager

About the role

The Customer Services Front Manager leads the front‑office team that serves as the first point of contact for clients and partners. This role is responsible for shaping the customer experience, ensuring high‑quality support, and driving proactive engagement across all communication channels.

Key responsibilities

• Lead and develop a high‑performing front‑office team, setting clear objectives and providing coaching.
• Ensure professional, solution‑oriented support across calls, emails and service requests.
• Drive proactive engagement by anticipating client and partner needs and following up on open issues.
• Act as escalation point for complex or sensitive situations.
• Capture customer feedback, identify pain points and translate insights into improvement initiatives.
• Contribute to digital transformation by defining business needs and supporting implementation of AI‑enabled service tools.

Required profile

• Proven experience in leading customer‑facing teams, preferably in a call‑center or front‑office environment.
• Strong communication and stakeholder management skills.
• Ability to foster collaboration, accountability and continuous learning.
• Orientation toward service excellence and proactive problem solving.

Required skills