Supervise and support daily activities of the customer service team. Monitor team performance and provide regular feedback and coaching. Handle escalated customer complaints or complex inquiries. Conduct team meetings, performance reviews, and training sessions. Develop and maintain procedures to ensure efficient service delivery. Monitor service metrics and KPIs (e.g., response time, resolution time, CSAT). Collaborate with other departments to resolve customer issues. Identify areas for process improvement and implement best practices. Ensure compliance with company policies and customer service standards. Expertise with Zendesk, Slack, Confluence and Google docs.