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

• Supervise and guide a fully remote team of customer service representatives to achieve optimal performance and foster professional development.

• Serve as the final escalation point for intricate customer issues, employing expert conflict resolution skills to achieve favorable outcomes.

• Develop and track key performance indicators (KPIs) such as response times, CSAT scores, and first-contact resolution rates.

• Enhance and implement standardized support workflows to boost efficiency while preserving brand voice.

• Work collaboratively with cross-functional teams to provide customer insights that inform product and service enhancements.

• Conduct regular performance evaluations and quality assurance audits to uphold high service standards.

• Demonstrated experience as a Customer Service Manager or in a senior leadership role within a support setting.

• Outstanding conflict management and de-escalation skills, with a proven ability to handle high-pressure situations with composure.

• Strong leadership qualities with the ability to inspire, motivate, and manage a remote workforce effectively.

• Excellent verbal and written communication abilities.

• Proficient in modern CRM software and helpdesk tools (e.g., Zendesk, Salesforce, or Intercom).

• Analytical mindset with the capacity to interpret data and convert it into actionable strategies.

• Nice-to-Haves

• Experience in a high-growth startup or SaaS environment.

• Familiarity with remote team management tools such as Slack, Notion, and Zoom.

• Prior experience in training and curriculum development for support teams.

• 💰 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

Customer Service Manager

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