Customer Service Manager - Remote
About Huzzle
At Huzzle, we connect exceptional talents with top opportunities at leading companies across the UK, US, Canada, Europe, and Australia. Our clients include startups, digital agencies, and tech platforms in industries such as SaaS, MarTech, FinTech, and EdTech. Unlike an outsourcing agency, we place you directly with a client where you’re hired in-house as a valued member of their team.
Job Summary
We are looking for a dedicated Customer Service Manager to support operations and elevate the customer experience. In this role, you will be the driving force behind a culture of excellence, ensuring that every interaction reflects our commitment to high-quality service. This is a pivotal position for a strategic thinker who is passionate about mentoring talent, optimizing workflows, and turning customer feedback into actionable growth strategies for the team.
Key Responsibilities
- Oversee the daily operations of the customer support team to ensure timely and accurate resolutions.
- Mentor, coach, and develop team members through regular performance reviews and feedback sessions.
- Establish and monitor key performance indicators (KPIs) such as CSAT, response times, and resolution rates.
- Identify bottlenecks in the customer journey and implement process improvements to increase efficiency.
- Act as an escalation point for complex technical issues or high-priority customer concerns.
- Collaborate with cross-functional departments to advocate for the customer and influence product improvements.
- Manage the recruitment and onboarding of new support staff as the team scales.
Requirements
- 3+ years of experience in a Customer Service Management or Leadership role.
- Proven track record of managing remote or distributed teams.
- Exceptional communication skills with the ability to convey empathy and clarity.
- Strong analytical skills with experience using data to drive decision-making.
- Proficiency with modern help desk software (e.g., Zendesk, Salesforce, or Intercom).
- Demonstrated ability to remain calm and decisive in high-pressure situations.
- Experience in a fast-growing startup or SaaS environment.
- Deep understanding of customer retention strategies and churn reduction.
Benefits
💰 Competitive salary based on experience
🌎 Fully remote role with a flexible work environment
🚀 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
Skills
As published by workable · 13 questions · 4 written answers
Basics
First name, Last name, Email, Phone, Address, Photo, Education, Experience, Resume, Cover letter
Short answers (5)
- What other language(s) are you business proficient in?
- How many years of experience do you have in a Customer Service Management role?
- What are your monthly salary expectations in USD?
- What were you making in your previous role as a monthly salary? Mention your base and any commissions separately (if applicable).
- If you have a LinkedIn profile, please provide the URL below (if you don't have a LinkedIn profile, put N/A)
Pick from a list (4)
- What is your level of proficiency in English?
- Which of the following timezones are you able to work in?
- What type of company do you prefer to work for?
- How did you hear about this opportunity? (Please note, this has no impact on your application)
Written answers (4)
- Which country do you currently reside in?
- Can you list all of the sales tools, software and platforms that you have used in your previous roles? List CRM, dialers, prospecting, communication tools (e.g., HubSpot, Aircall, Apollo, Slack, etc.)
- Which industries have you worked in your previous roles?
- Have you ever worked with clients or companies based outside of your home country (e.g., U.S., U.K., or other countries)? If yes, please specify the countries)?