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 focuses on delivering proactive, solution‑oriented support across calls, emails and service requests while shaping the overall customer experience.

Key responsibilities

• Lead, motivate and develop a high‑performing Front Office team, setting clear objectives and providing coaching.
• Ensure consistent, professional interactions with clients and partners across all channels.
• Promote a proactive service culture by anticipating stakeholder needs and following up on open topics.
• Act as escalation point for complex or sensitive situations.
• Capture customer feedback, identify pain points and drive transversal improvement initiatives.
• Contribute to digital transformation projects, defining business needs and supporting AI‑enabled solution implementation.
• Maintain and enrich knowledge bases, FAQs and training materials to boost team expertise.

Required profile

• Proven experience leading customer‑facing teams in a fast‑paced environment.
• Strong communication skills and ability to build trusted relationships with internal and external stakeholders.
• Analytical mindset with a focus on continuous improvement and operational efficiency.
• Ability to foster collaboration across departments and promote a culture of accountability.

Required skills