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Customer Service Manager
·Israel
Not specifiedFull-timeBiotechnologyGenetic TestingPersonalized Medicine
Manage a 20-person customer service center for a biotech company, overseeing service quality, team performance, operational processes, reporting, and complex customer cases.
Responsibilities
- Manage a customer service center with approximately 20 representatives and team leaders
- Own end-to-end customer service delivery through full satisfaction
- Measure and monitor daily operations, output, representative targets, and SLA performance
- Provide feedback, coaching, briefings, and ongoing training
- Manage service-center work routines and representative shifts
- Develop procedures and lead efficiency and continuous-improvement initiatives across company interfaces
- Resolve complex inquiries and complaints
- Monitor customer survey quality results
- Produce daily, weekly, and monthly control reports and analyze findings
- Develop operational insights from service data
Requirements
- Relevant bachelor's degree required
- Proven experience managing a customer service center or general operations in a high-tech company
- Experience developing and leading service processes and procedures
- Assertiveness and commitment to excellence
- Ability to work under pressure
- Willingness to work extended full-time hours
Benefits
- Innovative work environment
- Competitive conditions and high salary
- Equity options ahead of a planned company IPO