The human intelligence platform for training and evaluating AI
Customer Service Manager
Location
Romania
Posted
5 days ago
Salary
0
Seniority
Senior
Job Description
Customer Service Manager
Huzzle.com
• Oversee and mentor a fully remote team of customer service representatives to ensure peak performance and professional growth. • Act as the final point of escalation for complex customer issues, utilizing expert conflict management skills to reach positive resolutions. • Establish and monitor key performance indicators (KPIs) such as response times, CSAT scores, and first-contact resolution rates. • Refine and implement standardized support workflows to enhance efficiency and maintain brand voice. • Collaborate with cross-functional departments to provide customer insights that drive product and service improvements. • Conduct regular performance reviews and quality assurance audits to maintain high standards of service.
Job Requirements
- Proven experience as a Customer Service Manager or in a senior leadership role within a support environment.
- Exceptional conflict management and de-escalation skills with a track record of handling high-pressure situations with grace.
- Strong leadership capabilities with the ability to inspire, motivate, and manage a remote workforce.
- Excellent verbal and written communication skills.
- Proficiency in modern CRM software and helpdesk tools (e.g., Zendesk, Salesforce, or Intercom).
- Analytical mindset with the ability to interpret data and translate it into actionable strategies.
- Nice-to-Haves
- Experience working within a high-growth startup or a SaaS environment.
- Familiarity with remote team management tools such as Slack, Notion, and Zoom.
- Previous experience in training and curriculum development for support teams.
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
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• 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.
• Atención al cliente y fidelización en el Contact Center • Trabajar en un entorno dinámico y de crecimiento
• Retener clientes de Claro con servicio de línea fija, ofreciendo promociones, descuentos y beneficios que aseguren su permanencia.
• Lead, mentor, and manage a global/offshore CSR team to deliver consistent, high-quality customer support • Supervise a group of team resources and align your team’s activities/objectives with organizational business goals • Conduct regular 1:1s, performance check-ins, coaching sessions, and skills development training • Monitor and report on key support metrics (SLA, FCR, CSAT, backlog, productivity) • Collaborate with Customer Success to align on customer health, adoption, renewal risk, and proactive support opportunities • Analyze patterns in support requests to drive improvements in documentation, product functionality, and internal workflows
