Customer Care Manager

Air Peace is seeking a Customer Care Manager to lead and elevate our customer care operations. In this role, you will be responsible for overseeing the customer service function, driving service quality, and guiding the team to deliver exceptional experiences for our passengers. You will work closely with cross‑functional teams to ensure efficient, professional, and consistent service delivery across all touchpoints.

Responsibilities

• Lead and manage the customer care team to ensure high standards of service delivery and customer satisfaction
• Develop, implement, and continuously improve policies, processes, and procedures for effective customer support
• Monitor and report on key performance indicators, handling metrics, and service level agreements
• Manage escalated inquiries and complaints with timely, professional, and fair solutions
• Train, coach, and performance-manage staff to build capability and motivation
• Collaborate with other departments to resolve issues and improve the overall customer experience
• Ensure compliance with company standards and regulatory requirements in all customer care activities
• Provide regular updates and insights to senior management on customer care performance and improvement opportunities

Requirements

• Proven experience in customer care management or a similar leadership role
• Demonstrated ability to lead, motivate, and develop a team
• Strong communication and interpersonal skills, with a customer-focused mindset
• Ability to analyze data, identify trends, and implement practical improvements
• Strong problem-solving skills and calm, professional demeanor under pressure
• Experience in a service-focused industry is preferred; experience in the airline sector is advantageous