Customer Service Department Manager

About us

Akison is an early-stage, bootstrap startup with $10M in annual revenue, experiencing triple-digit annual growth. We revolutionize home maintenance and improvement by connecting homeowners with trusted, skilled professionals in real-time. Our platform simplifies scheduling, communication, and transactions, empowering users across Australia and New Zealand, with plans to expand into North American and European markets soon.

About the position:

Akison is seeking a dynamic and experienced Customer Service Department Manager to lead our team of approximately 30 employees globally. This role is crucial in ensuring that our customers receive exceptional support and service. The ideal candidate will drive customer satisfaction and loyalty, maintain CRM data integrity, and ensure comprehensive reporting of customer interactions. If you are passionate about customer service and thrive in a fast-paced, global environment, we’d love to hear from you.

In this role, you will:

• Provide strategic leadership and vision for the customer service team, ensuring the highest standards of service excellence.
• Oversee the quality of customer service, including both sales and customer support.
• Ensuring data integrity within customer service tools such as CRM.
• Manage and monitor metrics, implementing innovative strategies to exceed performance targets and drive customer satisfaction.
• Ensure sufficient collaboration between customer-facing teams to ensure a seamless and excellent customer experience.
• Utilize technical tools, including integration systems, analytics systems, call systems, and other customer service-related technologies.
• Oversee workforce planning, including staffing, training, and forecasting, to align with business demands.
• Identify and address customer pain points, leading initiatives to continuously enhance the customer experience.
• Manage the budget for the customer service department, ensuring cost-effective operations and optimal resource utilization.
• Work closely with various departments within Akison to provide actionable feedback, drive process improvements, and enhance overall customer engagement and loyalty.

Requirements:

• 2-5 years of experience in B2C customer service or similar roles.
• Proven Strategic Leadership: Demonstrated experience in a customer success, sales, or customer service leadership role within a global team.
• Exceptional Communication Skills: The ability to inspire and lead a diverse team while fostering a customer-centric culture.
• Analytical and Data-Driven: Strong analytical skills with the ability to interpret complex customer service metrics and make data-informed decisions.
• Technical Proficiency: Experience with CRM systems, call systems, analytics platforms, and other customer service-related technologies.
• Innovative Problem Solver: A proactive approach to identifying challenges and implementing creative solutions.
• Passionate About Customer Service: A deep passion for delivering exceptional customer experiences and a relentless commitment to continuous improvement and innovation in customer success and sales.
• Sales Experience: Previous experience in sales/sales enablement is an advantage.

Our Values:

At Akison, we believe in achieving excellence together as a team. We strive for close collaboration and alignment, pushing beyond conventional boundaries to innovate and lead. Our commitment is to expertise, creativity, and bold action. We are focused on delivering outstanding results efficiently and on time. We also believe in balancing hard work with fun, fostering an enjoyable and productive work environment.