Pymera is seeking a Customer Care Manager to join our team and ensure high-quality service.

Job Summary

The Customer Care Manager is responsible for leading Paymera’s front-line customer support team (throughout multiple channels) and ensuring high service quality, fast response times, and smooth escalation processes.

This role requires full understanding of the customer care workflow — from initial customer contact to escalation and resolution through the Back Office (Operations) or technical teams. The ideal candidate will combine leadership skills, operational awareness, and strong experience in high-volume service environments such as delivery companies or telecom providers.

Key Responsibilities

Team Leadership & Management

• Lead, coach, and supervise customer care agents (calls & in-app chat).
• Set KPIs, service standards, and performance targets.
• Monitor team performance and ensure SLA compliance.
• Conduct training and continuous skill development sessions.
   

Process & Workflow Management

• Ensure smooth handling of inbound calls and chat inquiries.
• Oversee escalation process to Back Office (Operations) or technical teams when needed.
• Ensure proper ticket logging, tracking, and follow-up until resolution.
• Improve customer journey and reduce response and resolution times.

Coordination & Escalation

• Coordinate closely with Operations, Technical, and other departments.
• Ensure complex cases are properly escalated and resolved.
• Maintain structured communication between Frontline and Back Office teams.
   

Quality & Performance Monitoring

• Monitor call quality, chat interactions, and customer satisfaction levels.
• Analyze complaints, recurring issues, and root causes.
• Implement corrective actions and service improvements.
• Prepare performance and service quality reports for management.

Customer Experience Strategy

• Enhance customer experience standards.
• Develop scripts, knowledge base content, and response guidelines.
• Promote a customer-centric culture within the team.