Customer Service Manager

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

📋 Description

• Oversee and nurture a team of team leaders managing a remote customer service group of 50, establishing clear performance goals and promoting a culture of high performance under pressure.

• Collaborate closely with the Customer Experience and QA teams to optimize the customer journey, enhance processes, and implement automation initiatives, ensuring that insights from the customer service team and their frontline experiences contribute significantly to these projects.

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

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

• Work in conjunction with marketing, product, and technology teams to ensure all customer interaction points (website, booking platform, support) are aligned with customer expectations and needs.

• Develop communication strategies aimed at improving customer information regarding delivery updates, service interruptions, and issue resolutions.

• Identify prospects for introducing new services, tools, or processes that elevate the customer experience, collaborating with relevant teams to implement them effectively.

• Support initiatives designed to provide customers with educational content (e.g., how-to guides, FAQs) to enhance self-service options and decrease the reliance on 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 position, including direct oversight of large teams (40-50+ direct reports).

• Proven track record in a fast-paced, high-volume, high-pressure environment.

• A decisive, sharp decision-maker with outstanding critical thinking and problem-solving capabilities.

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

• Experience working with both consumer and business customers is advantageous.

• A friendly and professional demeanor—genuine enjoyment in interacting and building relationships with customers is essential.

• Exceptional communication skills, both written and verbal.

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

• A minimum typing speed of 40 wpm.

• Fluent in English, both written and spoken.

• Experience in the parcel delivery, logistics, or e-commerce sector is a plus but not mandatory.

🏝️ Benefits

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

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

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

• A dynamic and fast-paced workplace.

• Opportunities for career advancement and personal development within the organization.

• Competitive salary accompanied by performance-based bonuses.

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

• Continuous professional development and training opportunities.