Customer Service Manager

**Introduction**:
Why join us?
At Rhino-Rack, we’re more than just a leading manufacturer of roof racks, bike carriers, and vehicle accessories—we’re a community driven by core values that put people first. We believe in customer centricity, innovation, and continuous growth. Here, you’ll thrive in a dynamic, fast-paced environment where your skills and ideas are not just welcomed but celebrated. Join us and be part of a team where your contributions truly make a difference, and where collaboration and quality are at the heart of everything we do.
**Description**:
About your role
As the Customer Service Manager, you will lead a forward-thinking customer support team and oversee the integration of cutting-edge chatbot/AI technology to enhance customer experiences. You will manage a global support network, ensuring high levels of satisfaction and efficiency. In this role, you will be responsible for managing staff, monitoring customer service software, driving reporting insights and achieving an outstanding customer success rate. This is a critical role requiring innovation, strategic planning, and operational excellence to deliver best-in-class service.
**Your key responsibilities are**:
Oversee the implementation and optimization of chatbot and AI-driven solutions to streamline customer interactions.
Continuously analyse chatbot performance and refine it to align with customer needs.
Lead and manage customer service operations across multiple regions and time zones.
Ensure consistent service delivery while tailoring support approaches to different markets.
Recruit, train, and develop a high-performing customer service team.
Foster a collaborative and growth-oriented team culture.
Conduct regular performance reviews and create development plans for staff.
Design and maintain comprehensive reporting systems to track customer service metrics.
Provide actionable insights to leadership based on data analysis and trends.
Drive initiatives to improve customer satisfaction, retention, and resolution rates.
Proactively identify and resolve pain points in the customer journey
Manage and optimize the use of customer service platforms and tools to improve efficiency.
Evaluate and implement new software to meet evolving business needs.
**Skills and Experiences**:
Key skills and requirements
Proven experience (5+ years) in customer service management, preferably in a global or multi-regional capacity.
Demonstrated expertise in implementing chatbot/AI solutions and leveraging customer service software.
Strong proficiency with CRM platforms (e.g., NetSuite).
Familiarity with chatbot/AI tools and analytics platforms.
Excellent people management, coaching, and conflict-resolution abilities.
Ability to inspire and motivate a diverse team to achieve shared goals.
Data-driven mindset with the ability to generate actionable insights from reports.
Proficiency in tracking KPIs and using metrics to optimize performance.
Strong communication skills, both written and verbal.
Exceptional problem-solving and decision-making abilities.

**Benefits**:
Working at Rhino-Rack allows you a chance to have a significant impact on one of the fastest-growing global adventure companies in an exciting growth phase. Our culture is warm, friendly, and inclusive, and we encourage each other to bring our authentic selves to work. We also offer the following benefits:
Staff product discount
Hybrid WFH policy
Access to our Employee Assistance Program (EAP)
Free onsite parking
1 day entitlement for “Make Space for Adventure” leave
Competitive remuneration package