Customer service Manager

## Company Description Kanz is redefining recruitment in high-growth markets with an AI-powered platform that automates 70% of hiring workflows. We’re looking for a driven, entrepreneurial Account Executive to lead our revenue growth in Saudi Arabia. You’ll be the face of Kenz to our early agency and corporate clients — and a key force in reaching our first $1.6M ARR milestone. Why Join Kenz? - Shape the sales foundation of a fast-growing, mission-driven startup - Work directly with the CEO and be rewarded for your wins - Make an impact on local employment and national Saudization goals ## Job Description We're looking for a Customer Service Manager to join our team in Salt Lake City, Utah. In this role, you'll lead a dynamic customer service team, drive operational excellence, and ensure every customer interaction reflects our commitment to exceptional service. As a Customer Service Manager, you'll combine strong leadership capabilities with a genuine passion for customer satisfaction, fostering a supportive environment where your team can thrive while consistently exceeding customer expectations. - Lead, mentor, and motivate a team of customer service representatives to achieve performance targets and maintain high service standards - Develop and implement customer service strategies that enhance customer satisfaction and loyalty across all touchpoints - Monitor and analyze key performance metrics, including response times, resolution rates, and customer satisfaction scores, to identify improvement opportunities - Conduct regular performance reviews, provide constructive feedback, and create professional development plans for team members - Handle escalated customer issues with empathy and decisiveness, ensuring swift and satisfactory resolutions - Oversee the onboarding and training of new customer service staff, ensuring they are equipped with the knowledge and skills needed to succeed - Collaborate with other departments to streamline processes, improve customer experience, and address systemic issues - Customize and optimize customer service workflows and procedures to enhance efficiency and effectiveness - Maintain detailed records of customer interactions, complaints, and resolutions to identify trends and areas for improvement - Foster a positive team culture that emphasizes collaboration, continuous learning, and customer-focused values ## Qualifications - 3+ years of professional experience in customer service roles - 2+ years of supervisory or management experience leading customer service teams - Proven expertise in customer service operations and best practices - Strong interpersonal and communication skills, with the ability to connect with diverse customer bases and team members - Excellent problem-solving and conflict resolution abilities - Proficiency with customer relationship management (CRM) software and related customer service tools - Demonstrated ability to analyze data and use insights to drive performance improvements - Strong organizational and time management skills with the ability to prioritize multiple tasks - Experience training and developing customer service staff - Knowledge of multi-channel customer support (phone, email, chat, social media) - Preferred: Experience with quality assurance programs and process improvement initiatives - Preferred: Customer service certification or relevant professional training ## Additional Information Kanz is an equal opportunity employer committed to building a diverse and inclusive team. We encourage applications from candidates of all backgrounds, particularly those from underrepresented groups in technology.