Customer Service Manager

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

📋 Description

• Oversee and cultivate a team of team leaders managing a remote customer service team of 50, establishing clear performance benchmarks and nurturing excellence under pressure.

• Collaborate closely with the Customer Experience and QA teams to enhance the customer journey, streamline processes, and implement automation initiatives, ensuring that insights from the customer service team contribute directly to these efforts.

• Gather and evaluate customer feedback (e.g., surveys, reviews) alongside the Customer Experience team to pinpoint pain points and discover opportunities to improve the overall experience.

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

• Work in partnership with marketing, product, and technology teams to ensure alignment of all customer touchpoints (website, booking platform, support) with customer needs and expectations.

• Formulate communication strategies aimed at enhancing customer notifications regarding delivery updates, service interruptions, and issue resolutions.

• Spot opportunities to implement new services, tools, or processes that elevate the customer experience, collaborating with relevant teams to bring these ideas to fruition.

• Assist in initiatives that 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, with direct oversight of large teams (40-50+ direct reports).

• Demonstrated ability to operate within a fast-paced, high-volume, and high-pressure environment.

• A decisive and astute decision-maker with strong critical thinking and problem-solving abilities.

• A proven history of contributing to process improvement, optimization, or automation projects.

• Experience serving both consumer and business customers is advantageous.

• A friendly and professional attitude; a genuine enjoyment in interacting and building relationships with customers.

• Exceptional communication skills, both written and spoken.

• Good levels of diplomacy in addressing customer inquiries and complaints.

• A minimum typing speed of 40 words per minute.

• Proficiency in English, both written and verbal.

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

🏝️ Benefits

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

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

• Remote-first work environment - no commute, work from anywhere with a reliable internet connection.

• A vibrant and fast-paced workplace.

• Opportunities for professional growth and advancement within the organization.

• Competitive salary with performance-related bonuses.

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

• Continuous professional development and training opportunities.