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. The role combines people leadership with operational oversight to ensure high‑quality, proactive support across calls, emails and service requests while feeding insights back into the business.

Key responsibilities

• Lead, motivate and develop a high‑performing Front Office team, setting clear objectives and providing coaching, feedback and training.
• Ensure accurate, professional and solution‑oriented responses to client and partner inquiries across all channels.
• Promote a proactive service culture by anticipating stakeholder needs, following up on open topics and building long‑term relationships.
• Act as escalation point for complex or sensitive issues, guaranteeing timely resolution and excellent customer experience.
• Capture customer feedback, identify pain points and drive transversal improvement initiatives.
• Contribute to digital transformation projects, defining business needs and supporting implementation of AI‑enabled service solutions.
• Maintain and enrich the knowledge base, FAQs and other self‑service resources.

Required profile

• Proven experience leading customer‑facing teams in a fast‑paced environment.
• Strong client‑orientation with a focus on service excellence and continuous improvement.
• Excellent communication and interpersonal skills, able to influence across departments.
• Analytical mindset to translate feedback into actionable initiatives.
• Ability to foster collaboration, accountability and a learning culture.

Required skills