Customer Service Manager

About the role

Huzzle connects talent with in-house positions at leading companies across the UK, US, Canada, Europe and Australia. It is recruiting a Customer Service Manager to lead and optimise support operations for a growing international business. The role suits someone who enjoys delivering great customer experiences, refining support workflows and mentoring high-performing teams, in a fully remote setting.

Key responsibilities

• Lead, coach and develop customer service representatives to meet individual and collective performance goals.
• Manage daily support operations across email, chat, phone and ticketing systems.
• Monitor and report KPIs such as response times, CSAT scores and service quality.
• Develop and implement customer service policies, SOPs and best practices.
• Resolve escalated customer concerns directly.
• Work with sales, operations and product teams to share customer feedback and drive product improvements.
• Analyse customer data and trends to find process improvement opportunities.
• Run regular performance reviews, training sessions and coaching.
• Maintain service standards and company policies across the department.

Required profile

• 3+ years in customer service, support or customer success roles.
• Proven leadership or team management experience.
• Excellent verbal and written English.
• Strong problem-solving, conflict resolution and analytical skills, able to turn data into actionable insights.
• Able to handle multiple priorities in a fast-paced, remote environment.
• Reliable high-speed internet and a professional remote work setup.

Required skills

• CRM and support platforms such as Zendesk, HubSpot, Salesforce or Freshdesk.
• Nice to have: experience with international customers and time zones, help centre documentation and knowledge base management, and experience in a high-growth startup or scaling tech environment.

What we offer

• Competitive salary based on experience.
• Fully remote role with a flexible work environment.
• Long-term career growth with exposure to operations and customer success.
• A hands-on role with real impact on day-to-day business operations.