Customer Service Operations Manager

Responsibilities:

Operational Control Centre Leadership

• Establish and manage Customer Service team as BasiGo's operational nerve centre.
• Maintain real-time visibility and awareness of 100% of the active fleet at all times.
• Lead operational responses to incidents, including:
  • Accidents
  • Breakdowns
  • Repairs
• Coordinate and direct operational decisions in collaboration with relevant teams.
• Ensure seamless knowledge transfer and handovers across shifts to maintain continuous operational awareness.

Communication Hub & Cross-Functional Coordination

• Serve as the primary communication hub between customers and internal stakeholders.
• Ensure customers receive timely, accurate, and proactive updates throughout issue resolution.
• Triage incoming technical and operational, and commercial inquiries/ issues and assign ownership to the appropriate teams.
• Follow up and escalate when responses from stakeholders are delayed or service levels are not met.
• Coordinate information flow to ensure all stakeholders remain informed of ongoing events and actions.

Customer Issue Management

• Own the end-to-end management of all customer issues from initial reporting through to closure.
• Ensure rapid, informed, and effective responses to customer concerns.
• Monitor issue resolution progress and proactively remove blockers.
• Drive accountability across teams to meet agreed SLAs.
• Establish clear standards for issue escalation and response times.
• Build a culture of proactive monitoring rather than reactive issue management.

Data Integrity & Operational Systems Management

• Maintain high standards of data quality across all operational platforms.
• Oversee operational data entry processes and continuously improve data accuracy.
• Coordinate the extraction and management of CCTV footage when required.
• Generate operational insights and reports internally and externally to support decision-making.

Qualifications & Experience:

• Bachelor's degree in Operations Management, Business Administration, or a related fields
• 5+ years of experience in customer operations, customer experience, fleet operations, or service management.
• Experience leading cross-functional teams in a fast-paced operational environment.
• Strong incident management and problem-solving capabilities.
• Experience working with operational systems, dashboards, and data management platforms.
• Exceptional communication and stakeholder management skills.
• Experience with CRM or ticketing systems preferred.