Customer Service Operations Manager(CS OPS)

The region's most trusted online shopping destination for mothers. Built by parents, for parents.

 Customer Service Operations (CS OPS) - Function Overview:

The CS Operations function is responsible for handling all customer contacts across WhatsApp, Live Chat, Email, Phone, and Social Media. It ensures customers receive fast, accurate, and empathetic support across all touchpoints. The function also manages CS Sales, driving additional GMV through assisted shopping and conversion initiatives, and oversees Back Office operations, where complex or multi-team cases are resolved. CS Ops also owns workforce planning and real-time management, ensuring the right staffing levels to achieve SLAs and maintain operational control.

Key Responsibilities: Leadership & Strategy

• Lead, motivate, and develop a high-performing team of Team Leaders, Senior CSAs, and CS Advisors to deliver excellence across ...