Senior Customer Service Manager

About the role

The Senior Customer Service Manager is a full-time, on-site position based in Ulaanbaatar. The role oversees customer service operations so that customers receive high levels of satisfaction across insurance and financial services lines.

Key responsibilities

• Lead and coach customer support teams, set performance standards and monitor service quality and response times.
• Analyze customer feedback and operational data to spot trends, fix root causes and implement process improvements.
• Work with product, operations and sales teams to improve the overall customer experience.
• Manage escalated cases and report key customer service metrics to senior leadership.

Required profile

• Proven experience managing or supervising customer service teams in financial services, insurance or a related industry.
• Bachelor's degree in Business, Finance, Management or a related field; an advanced degree or professional certification in customer service or management is an advantage.
• Fluency in Mongolian and strong professional English; familiarity with international business practices is beneficial.

Required skills

• Strong analytical skills to interpret customer data, service metrics and process performance.
• Excellent communication skills for working with customers, leading teams and coordinating with cross-functional stakeholders.
• Ability to design and refine customer service policies, workflows and escalation procedures.