Customer Service Manager (Remote)

About the role

We are seeking a dedicated Customer Service Manager to lead our remote support team and elevate the overall customer experience. You will champion a culture of excellence, turning feedback into actionable improvements while mentoring a distributed workforce.

Key responsibilities

• Oversee daily operations of the customer support team to ensure timely and accurate resolutions.
• Mentor, coach, and develop team members through regular performance reviews and feedback sessions.
• Establish and monitor KPIs such as CSAT, response times, and resolution rates.
• Identify bottlenecks in the customer journey and implement process improvements.
• Act as an escalation point for complex technical issues or high‑priority concerns.
• Collaborate with cross‑functional departments to advocate for the customer and influence product improvements.
• Manage recruitment and onboarding of new support staff as the team scales.

Required profile

• 3+ years of experience in a Customer Service Management or leadership role.
• Proven track record managing remote or distributed teams.
• Exceptional communication skills with empathy and clarity.
• Strong analytical abilities and data‑driven decision making.
• Experience in a fast‑growing startup or SaaS environment.
• Deep understanding of customer retention strategies and churn reduction.

Required skills

• Zendesk
• Salesforce
• Intercom

What we offer

• Competitive salary based on experience.
• Fully remote role with a flexible work environment.
• Opportunity to work with a growing logistics company in a high‑demand industry.
• Long‑term career growth with operational and customer success exposure.
• Hands‑on role with real impact on day‑to‑day business operations.