Customer Service Manager

At Huzzle, we specialize in connecting exceptional talent with leading companies across the UK, US, Canada, Europe, and Australia. Our clients range from startups and digital agencies to tech platforms within SaaS, MarTech, FinTech, and EdTech sectors. Unlike traditional outsourcing agencies, we place candidates directly with clients as in-house team members, ensuring meaningful and long-term engagement.

We are currently looking for an experienced and customer-focused Customer Service Manager to lead and enhance support operations for a rapidly growing international business. This role is ideal for a professional passionate about delivering outstanding customer experiences, streamlining support processes, and mentoring a high-performing team. Acting as the vital link between customers and the team, you will uphold our commitment to excellence while driving strategies that ensure sustainable success in a global, remote working environment.

Key Responsibilities

- Lead, coach, and develop customer service representatives to meet and exceed individual and team performance targets.
- Oversee daily customer support operations across multiple channels including email, chat, phone, and ticketing systems.
- Monitor, analyze, and report on key performance indicators such as response times, customer satisfaction (CSAT) scores, and service quality metrics.
- Develop and enforce customer service policies, standard operating procedures, and best practices to maintain consistency and efficiency.
- Manage escalated customer issues personally to guarantee professional and timely resolution.
- Collaborate closely with sales, operations, and product teams to communicate customer feedback and influence product improvements.
- Analyze customer data and trends to identify opportunities for process enhancements and operational improvements.
- Conduct regular performance reviews, training sessions, and ongoing coaching to foster continuous team development.
- Ensure adherence to service standards and company policies throughout the customer service department.

Required Qualifications

- Minimum of 3 years’ experience in customer service, customer support, or customer success roles.
- Demonstrated leadership or team management experience.
- Excellent verbal and written communication skills in English.
- Proficiency with CRM and customer support platforms such as Zendesk, HubSpot, Salesforce, or Freshdesk.
- Strong problem-solving skills and the ability to resolve conflicts effectively.
- Capability to manage multiple priorities in a fast-paced, remote work environment.
- Solid analytical skills with the ability to interpret data and generate actionable insights.
- Reliable high-speed internet connection and a professional remote work setup.

Preferred Qualifications and Benefits

- Experience working with international customers across diverse time zones.
- Familiarity with help center documentation and knowledge base management.
- Background in high-growth startups or scaling technology companies.

We offer a competitive salary commensurate with experience and a fully remote role that provides a flexible work environment. Join a growing logistics company operating in a high-demand industry, where you will have long-term career growth opportunities with exposure to operational and customer success functions. This is a hands-on position where your contributions will have a direct impact on day-to-day business operations.