Customer Service Manager

Location: Hybrid (Remote & Office)
Hours: Monday - Friday Half-Day (US Eastern Time)

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About Us:
The Miles Market is a leading company in the travel services industry, helping clients access premium travel experiences and solutions through a unique booking and rewards platform. We are committed to delivering exceptional customer service and ensuring a seamless experience for all our clients. Join our team and be part of a customer-focused, innovative company that values excellence.

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Job Description:
We are seeking a proactive and dedicated Customer Service Manager with at least two years of relevant experience to join our team. This role requires overseeing customer support activities, managing inquiries, resolving issues, and working closely with various teams to enhance the overall customer experience. The ideal candidate will have experience in managing client expectations, troubleshooting problems, and ensuring high-quality customer interactions.

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Key Responsibilities:

• Manage day-to-day customer service operations, ensuring timely and professional responses to all client inquiries.
• Serve as the main point of contact for escalated issues, resolving complex customer concerns effectively and efficiently.
• Develop and monitor customer service metrics, implementing improvements where necessary to enhance client satisfaction.
• Collaborate with the sales, marketing, and operations teams to maintain a unified approach to customer engagement.
• Create and update standard operating procedures for the customer service team, ensuring best practices are followed.
• Identify opportunities to streamline and improve processes within the customer service department.
• Utilize HubSpot to track and manage customer interactions (experience with HubSpot is a plus).

Requirements:

• Minimum of 2 years of experience in a customer service or customer success role, preferably in a managerial or team lead capacity.
• Ability to work US Eastern Time hours, Monday through Friday, half-day schedule.
• Hybrid work setup with occasional office presence.
• Excellent communication and interpersonal skills, with a customer-first mindset.
• Strong problem-solving skills and the ability to manage multiple priorities in a fast-paced environment.
• Familiarity with HubSpot or similar CRM platforms is advantageous.

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What We Offer:

• Competitive compensation.
• Flexible work environment with a hybrid setup.
• Opportunity to grow with a dynamic, fast-paced company.

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If you’re passionate about delivering exceptional customer service and thrive in a collaborative environment, we would love to hear from you!

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For CV please send to

noa@themilesmarket.com / themilesmarket@gmail.com

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