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 overall customer experience, driving proactive engagement, and turning feedback into continuous improvement initiatives.

Key responsibilities

• Lead, motivate and develop a high‑performing Front Office team, setting clear objectives and providing coaching and feedback.
• Ensure all client and partner interactions across calls, emails and service requests are accurate, professional and solution‑oriented.
• Promote a proactive service culture by anticipating stakeholder needs, following up on open topics and strengthening long‑term relationships.
• Act as escalation point for complex or sensitive issues, coordinating with other departments to resolve them.
• Capture customer feedback, identify pain points and collaborate on transversal improvement projects.
• Contribute to digital transformation initiatives, defining business needs and supporting the rollout of AI‑enabled service solutions.

Required profile

• Proven experience leading customer‑facing teams in a fast‑paced environment.
• Strong communication skills with the ability to influence and collaborate across functions.
• Analytical mindset for turning insights into actionable improvement plans.
• Commitment to continuous learning and knowledge‑sharing within the team.

Required skills

What we offer

• Opportunity to shape the future of client services in a growing organization.
• Collaborative culture that values innovation and professional development.
• Access to digital tools and AI solutions that enhance service delivery.