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Customer Service Manager
Location
Colombia
Posted
5 days ago
Salary
0
Seniority
Senior
Job Description
Customer Service Manager
Huzzle.com
• 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.
Job 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
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