Senior Customer Service Manager

5 days ago


Johannesburg, South Africa Affinity International Full time

**Job Overview**:
We’re seeking an experienced Senior Customer Service Manager to lead our offshore e-commerce support operations. This role requires a results-driven leader who can manage daily operations, build high-performing teams, refine processes, and ensure every customer interaction meets U.S.level service standards.

**Responsibilities**:
Proven track record in customer service management (e-commerce experience strongly preferred)

Strong leadership and team management skills with the ability to coach, inspire, and hold teams accountable

Experience with Freshdesk or similar CRM/ticketing systems

Knowledge of KPIs, workforce scheduling, and performance optimization

Excellent written and verbal communication with near-native fluency in English

Process-oriented, detail-driven, and able to thrive in a fast-paced, remote environment

Thank you


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