Customer Services Front Manager

About the role

The Customer Services Front Manager leads a proactive front‑office team that is the first point of contact for clients and partners. The role combines people leadership with a focus on service excellence, ensuring that all interactions across calls, emails and service requests are professional, solution‑oriented and aligned with the company’s digital transformation goals.

Key responsibilities

• Lead, motivate and develop a high‑performing front‑office team, setting clear objectives and providing coaching and feedback.
• Ensure consistent, accurate and timely responses to client and partner inquiries across all communication channels.
• Promote a proactive service culture by anticipating stakeholder needs and following up on open topics.
• Act as escalation point for complex or sensitive issues, guaranteeing swift resolution and a positive customer experience.
• Capture customer feedback, identify pain points and drive cross‑functional improvement initiatives.
• Contribute to digital and AI‑enabled solution design to enhance service delivery and operational efficiency.

Required profile

• Strong leadership and team‑development experience in a client‑facing environment.
• Excellent communication skills with the ability to build trusted relationships.
• Analytical mindset to translate feedback into actionable improvement projects.
• Proactive, accountable and comfortable working in a fast‑paced, collaborative setting.

Required skills