Customer Service Manager

Role Overview

This position leads the entire customer service function at Givva, taking ownership of day-to-day support operations, workforce planning, and service quality across a range of digital financial products. You will be responsible for building a customer-first culture, resolving the most complex issues, and continuously refining processes so every interaction strengthens trust in the brand. Your work directly impacts retention, regulatory compliance, and the company’s reputation as a reliable financial partner.

Key Responsibilities

• Direct daily support operations, including workload allocation, real-time queue monitoring, and shift coordination to meet service level targets.
• Build and adjust staffing models based on contact volume forecasts, product complexity, and team skill sets, ensuring the right people are assigned to the right channels.
• Act as the final escalation point for difficult customer cases, system outages, and high-impact complaints, coordinating with product, engineering, and compliance teams to drive swift resolution.
• Own the approval process for all outbound customer communications, maintaining accuracy, brand consistency, and adherence to regulatory messaging standards.
• Lead the customer onboarding journey, identifying friction points in the process and implementing improvements that reduce drop-off and enhance first-time satisfaction.
• Analyze customer behavior, complaint patterns, and performance data to uncover operational gaps and translate insights into concrete process enhancements.
• Manage team performance through structured reviews, coaching, and corrective actions while fostering engagement across remote and hybrid work environments.
• Deliver regular operational reports to leadership, highlighting SLA performance, escalation trends, customer effort metrics, and opportunities for improvement.

Requirements & Qualifications

• Bachelor’s degree in business, finance, management, or a related field; a master’s degree or customer experience certification is a plus.
• Minimum of five years of professional experience in customer service, including significant time leading and supervising support teams.
• Proven ability to manage large, distributed teams with a focus on motivation, inclusion, and consistent performance.
• Strong background in contact center operations, workforce management, process optimization, and cost control.
• Demonstrated expertise in handling escalations, service disruptions, and sensitive customer complaints with composure and follow-through.
• Proficiency with CRM platforms, helpdesk tools, and reporting dashboards, along with solid analytical and data presentation skills.
• Excellent communication and stakeholder management abilities, with a track record of collaborating across departments to improve customer outcomes.
• Working knowledge of fintech operations, financial products, and relevant regulatory compliance standards.