Remote Customer Service Manager

About the role

We are looking for a high‑caliber Customer Service Manager to lead our fully remote support team. You will act as the bridge between customers and the brand, ensuring every interaction reflects our commitment to quality and long‑term loyalty.

Key responsibilities

• Oversee and mentor a remote team of customer service representatives, driving performance and professional growth.
• Serve as the final escalation point for complex issues, applying expert conflict‑management skills.
• Establish and monitor KPIs such as response times, CSAT scores, and first‑contact resolution rates.
• Refine and implement standardized support workflows to maintain efficiency and brand voice.
• Collaborate with cross‑functional teams to provide customer insights for product and service improvements.
• Conduct regular performance reviews and quality‑assurance audits.

Required profile

• Proven experience as a Customer Service Manager or senior leader in a support environment.
• Exceptional conflict‑management and de‑escalation abilities.
• Strong leadership skills with a track record of inspiring and managing remote teams.
• Excellent verbal and written communication.
• Analytical mindset capable of turning data into actionable strategies.

Required skills

• Proficiency with modern CRM and help‑desk tools such as Zendesk, Salesforce, or Intercom.
• Familiarity with remote‑team collaboration tools like Slack, Notion, and Zoom.

What we offer

• Competitive salary based on experience.
• Fully remote role with flexible work environment.
• Opportunity to work with a growing logistics company in a high‑demand industry.
• Long‑term career growth with operational and customer‑success exposure.
• Hands‑on role with real impact on day‑to‑day business operations.