Customer Service Manager – Remote

About the role

We are looking for an experienced Customer Service Manager to lead and optimise our support operations for a fast‑growing international logistics business. This remote position will shape the customer experience, mentor a high‑performing team, and drive operational excellence across multiple channels.

Key responsibilities

• Lead, coach and develop a team of customer service representatives to meet performance targets.
• Oversee daily support activities across email, chat, phone and ticketing systems.
• 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 process improvements.
• 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 verbal and written English communication.
• Ability to work independently in a fast‑paced, remote environment.
• Reliable high‑speed internet and a professional home office setup.

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 grow within a high‑demand logistics sector.
• Hands‑on role with direct impact on business operations.