Customer Service Manager

This is a fully remote position, open to applicants in Colombia.

📋 Description

• Manage the daily functions of the customer support team to ensure prompt and accurate resolutions.

• Guide, mentor, and develop team members through consistent performance evaluations and feedback sessions.

• Set and track key performance indicators (KPIs) such as CSAT, response times, and resolution rates.

• Recognize obstacles in the customer journey and implement process enhancements to boost efficiency.

• Serve as an escalation point for intricate technical issues or urgent customer concerns.

• Work in collaboration with cross-functional teams to advocate for the customer and influence product enhancements.

• Oversee the hiring and onboarding process for new support personnel as the team expands.

⛳️ Requirements

• A minimum of 3 years of experience in a Customer Service Management or Leadership position.

• Demonstrated success in managing remote or distributed teams.

• Outstanding communication skills with the ability to express empathy and clarity.

• Strong analytical abilities with a background in leveraging data for decision-making.

• Proficiency in contemporary help desk software (e.g., Zendesk, Salesforce, or Intercom).

• Proven capacity to maintain composure and make decisions in high-pressure situations.

• Experience in a rapidly growing startup or SaaS environment.

• Extensive understanding of customer retention strategies and methods for reducing churn.

🏝️ Benefits

• 💰 Competitive salary based on experience

• 🌎 Fully remote role with a flexible work environment

• 🚀 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