Customer Service Manager

About the role

We are looking for an experienced Customer Service Manager to lead and optimise support operations for a fast‑growing international logistics business. This remote position will oversee a multi‑channel support team, ensure high‑quality customer interactions, and drive continuous improvement across the service function.

Key responsibilities

• Lead, coach and develop a team of customer service representatives to meet performance targets.
• Manage daily support operations across email, chat, phone and ticketing platforms.
• Monitor and report on KPIs such as response time, CSAT and service quality.
• Develop and enforce service policies, SOPs and best‑practice guidelines.
• Handle escalated issues and ensure timely, professional resolutions.
• Collaborate with sales, operations and product teams to relay customer feedback.
• Analyse customer data to identify trends and process‑optimisation opportunities.
• Conduct regular performance reviews, training sessions and coaching.

Required profile

• Minimum 3 years of experience in customer service, support or success roles.
• Proven leadership or team‑management experience.
• Excellent written and verbal English communication.
• Strong problem‑solving, conflict‑resolution and analytical abilities.
• Ability to thrive in a fast‑paced, remote environment with reliable high‑speed internet.

Required skills

• Proficiency with CRM and support platforms such as Zendesk, HubSpot, Salesforce or Freshdesk.

What we offer

• Competitive salary based on experience.
• Fully remote, flexible work environment.
• Opportunity to work with a high‑growth logistics company.
• Long‑term career development in operations and customer success.
• Hands‑on role with direct impact on daily business.