Customer Service Manager

This is a fully remote position, open to applicants in South Africa, +2 more countries.

📋 Description

• Lead, mentor, and cultivate customer service representatives to meet both individual and team performance objectives.

• Oversee daily customer support activities through email, chat, phone, and ticketing platforms.

• Track and provide insights on key performance indicators (KPIs), such as response times, CSAT scores, and service quality.

• Create and execute customer service policies, standard operating procedures, and best practices.

• Address escalated customer issues directly to ensure prompt and professional resolution.

• Partner with sales, operations, and product teams to communicate customer feedback and enhance product offerings.

• Evaluate customer data and trends to pinpoint opportunities for process improvements.

• Perform regular performance evaluations, training sessions, and continuous coaching initiatives.

• Ensure that service standards and company policies are consistently upheld throughout the department.

⛳️ Requirements

• A minimum of 3 years of experience in customer service, customer support, or customer success roles.

• Demonstrated leadership or team management experience.

• Exceptional verbal and written English communication skills.

• Proficient with CRM and customer support tools (e.g., Zendesk, HubSpot, Salesforce, or Freshdesk).

• Strong problem-solving and conflict-resolution skills.

• Capability to juggle multiple priorities in a fast-paced, remote setting.

• Robust analytical skills with the ability to convert data into actionable strategies.

• A dependable high-speed internet connection and a professional remote work environment.

Nice-to-Haves:

• Experience working with international clients and across various time zones.

• Knowledge of help center documentation and knowledge base management.

• Background in a high-growth startup or scaling technology environment.

🏝️ 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 exposure to operations and customer success

• 🎯 Hands-on role with a tangible impact on daily business operations