Customer Service Manager (Remote)

About the role

We are seeking a proactive Customer Service Manager to lead our remote support team. You will shape a culture of excellence, ensuring every customer interaction reflects our high‑quality standards while driving continuous improvement.

Key responsibilities

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

Required profile

• 3+ years of experience in a Customer Service Management or leadership role.
• Proven ability to manage remote or distributed teams.
• Strong analytical mindset with data‑driven decision making.
• Experience in fast‑growing startup or SaaS environments.
• Excellent communication skills with empathy and clarity.

Required skills

• Zendesk
• Salesforce
• Intercom

What we offer

• Competitive salary based on experience.
• Fully remote, 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.