Customer Service Manager

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

📋 Description

• Oversee and nurture a team of team leaders managing a remote customer service group of 50, establishing clear performance standards and promoting high performance under challenging conditions.

• Collaborate closely with the Customer Experience and Quality Assurance teams to enhance the customer journey, improve processes, and implement automation initiatives, ensuring that insights and frontline experiences from the customer service team are integrated into these efforts.

• Gather and evaluate customer feedback (e.g., surveys, reviews) in partnership with the Customer Experience team to pinpoint pain points and discover opportunities for enhancing the overall experience.

• Monitor and enhance key service metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score, to elevate the quality of service throughout the team.

• Partner with marketing, product, and technology teams to ensure that all customer interactions (website, booking platform, support) are in line with customer expectations and needs.

• Create communication strategies to enhance how customers receive updates on deliveries, service interruptions, and resolutions to issues.

• Identify and advocate for the introduction of new services, tools, or processes that can improve the customer experience, collaborating with relevant teams to implement these initiatives.

• Assist in initiatives to provide customers with educational resources (e.g., how-to guides, FAQs) to enhance self-service options and minimize the need for support.

• Coordinate with courier partners (DHL, FedEx, UPS) to ensure their services meet or surpass customer expectations.

⛳️ Requirements

• At least 10 years of experience in customer service.

• A minimum of 7 years in a customer service management role, including direct supervision of large teams (40-50+ direct reports).

• Demonstrated ability to thrive in a fast-paced, high-volume, high-pressure environment.

• A decisive and sharp decision-maker with exceptional critical thinking and problem-solving abilities.

• A proven history of contributing to process improvements, optimizations, or automation projects.

• Experience serving both consumer and business clients is a plus.

• A warm and professional demeanor - you should genuinely enjoy engaging with and building rapport with customers.

• Outstanding communication skills, both written and verbal.

• Good diplomatic skills when managing customer inquiries and complaints.

• A minimum typing speed of 40 wpm.

• Proficiency in English, both written and spoken.

• Experience in the parcel delivery, logistics, or e-commerce sectors is advantageous but not mandatory.

🏝️ Benefits

• An opportunity to join a rapidly growing and highly innovative tech company as it expands into the US and European markets.

• A genuine chance to influence our technology, processes, and strategies as we develop.

• Remote-first work environment - no commuting, allowing you to work from anywhere with a reliable internet connection.

• A lively and fast-paced workplace.

• Opportunities for advancement and professional growth within the organization.

• Competitive salary complemented by performance-based bonuses.

• Comprehensive benefits package, including health insurance, pension plans, and additional perks.

• Continuous professional development and training opportunities.