Customer Service Manager at Spurt!

Role Summary

We are seeking an experienced and empathetic Customer Support Manager to lead our support team, optimise customer experience, and develop scalable processes for resolving issues efficiently. This role will ensure our users feel heard, supported, and satisfied—across phone, WhatsApp, email, and platform chat.

Key Responsibilities

• Manage and grow the customer support function, setting SLAs and support protocols
• Lead, coach, and evaluate support agents to ensure high-performance and empathy in every interaction
• Design and maintain customer service SOPs, FAQs, scripts, and response flows
• Oversee support KPIs: resolution time, CSAT, NPS, complaint rate, and feedback-to-action loop
• Analyse support tickets and feedback to identify product or process pain points and collaborate with product/ops teams to address them
• Ensure seamless integration across channels (WhatsApp, phone, email, chat)
• Handle escalated complaints and high-impact incidents
• Recommend tools and process improvements for better service delivery and tracking

Requirements

• 3–5 years experience in customer support, service operations, or contact centre leadership roles
• Proven track record of managing teams and delivering high CSAT/NPS
• Excellent communication, crisis management, and people leadership skills
• Familiarity with CRM and support ticketing systems (e.g., Zendesk, Freshdesk, Intercom)

Preferred Qualifications

• Experience in healthtech, e-commerce, or pharmacy-related customer service
• Passion for customer care and the organisation's mission