Customer Service Manager

Full-time other-general

Role Overview Own the end-to-end performance of Circle's Contact Center the people, the process, the quality bar, and the technology behind it. You will run the floor day to day, build the QA and workforce systems that keep service levels stable as we scale, and drive the CRM and AI Chatbot roadmap that lets a lean team serve a fast-growing customer base. 1. System Development & Optimization Partner with Product and Tech to define requirements, run UAT, and roll out new CRM features for the Contact Center; own the backlog of service-side enhancements. Build, train, and continuously improve Circle's AI Chatbot intent coverage, conversation flows, escalation-to-human rules, and the underlying knowledge base. Track containment and deflection rates; expand automation to reduce cost-to-serve without hurting customer satisfaction. Ensure telephony, CRM, chatbot, and ticketing systems are integrated so agents work from a single customer view. 2. Quality Assurance Own the agent QA framework:...