Customer Service Manager – PT

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

📋 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 challenging conditions.

• Collaborate closely with the Customer Experience and Quality Assurance teams on optimizing customer journeys, improving processes, and implementing automation initiatives—ensuring that insights from the customer service team and frontline experiences directly inform these strategies.

• Gather and assess customer feedback (such as surveys and reviews) in conjunction with the Customer Experience team to pinpoint pain points and discover opportunities to enhance the overall customer experience.

• Monitor and enhance key service metrics, including Net Promoter Score (NPS), customer satisfaction, and customer effort score, while driving service quality across the team.

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

• Formulate communication strategies to better inform customers about delivery updates, service interruptions, and resolutions to issues.

• Seek out opportunities to introduce new services, tools, or processes that elevate the customer experience, collaborating with relevant teams to implement these changes.

• Assist in initiatives aimed at providing customers with educational content (such as how-to guides and 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 exceed 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 decision-maker with strong critical thinking and problem-solving abilities.

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

• Experience working with both consumer and business customers is a plus.

• A friendly and professional demeanor—enjoying interactions and relationship-building with customers.

• Exceptional written and verbal communication skills.

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

• A minimum typing speed of 40 words per minute.

• Proficient 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, highly innovative technology company as it expands into the US and Europe.

• A real chance to influence our technology, processes, and methods as we expand.

• Remote-first work environment—no commuting, work from any location with a reliable internet connection.

• A vibrant and fast-paced workplace.

• Opportunities for career advancement and development within the organization.

• Competitive salary with performance-related bonuses.

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

• Continuous professional development and training opportunities.