Remote Customer Service Manager

About the role

Softtek is looking for an experienced and motivated Remote Customer Service Manager to lead its customer service operations. The role focuses on delivering an exceptional client experience while managing a fully remote team of representatives.

Key responsibilities

• Lead, coach, and develop remote customer service representatives.
• Monitor team performance, productivity, quality, and customer‑satisfaction metrics.
• Establish and maintain service standards, procedures, and performance goals.
• Handle escalated customer issues and ensure timely, professional resolutions.
• Analyze customer feedback and service data to identify improvement areas.
• Collaborate with operations, sales, technology, and other departments to resolve concerns.
• Conduct regular team meetings, one‑on‑one coaching sessions, and performance reviews.
• Identify training needs and coordinate appropriate learning initiatives.

Required profile

• Proven experience leading remote customer service teams.
• Strong people‑leadership and communication skills.
• Ability to work independently and maintain high service standards in a remote environment.

Required skills

What we offer

• Fully remote work arrangement.
• Opportunity to shape customer service strategy for a global company.
• Collaborative environment with cross‑functional teams.