Customer Service Manager

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

📋 Description

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

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

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

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

• Work together with marketing, product, and technology teams to ensure all customer interactions (website, booking platform, support) align with customer expectations and needs.

• Create communication strategies to enhance how customers are informed regarding delivery updates, service interruptions, and issue resolutions.

• Identify avenues to implement new services, tools, or processes that improve the customer experience, collaborating with relevant teams to bring them to fruition.

• Support projects aimed at providing customers with educational resources (e.g., how-to guides, FAQs) to enhance self-service options and decrease reliance on support.

• Coordinate with courier partners (DHL, FedEx, UPS) to ensure their services meet or exceed 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 experience working in a fast-paced, high-volume, and high-pressure environment.

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

• Proven history of contributing to process improvement, optimization, or automation initiatives.

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

• A friendly and professional attitude, with a genuine enjoyment of engaging and building relationships with customers.

• Exceptional communication skills, both written and verbal.

• Strong diplomatic skills when addressing customer inquiries and complaints.

• Minimum typing speed of 40 wpm.

• Fluent in English, both written and verbal.

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

🏝️ Benefits

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

• A real chance to influence our technology, processes, and strategies as we grow.

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

• A vibrant and fast-paced work environment.

• Opportunities for career advancement and professional growth within the organization.

• Competitive salary with performance-related bonuses.

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

• Continuous professional development and training opportunities.