Customer Service Manager

We are seeking an experienced and results-driven Customer Service Manager to lead and develop our remote customer service team. The ideal candidate will have a strong background in call center operations, team management, performance coaching, and customer satisfaction. This role requires excellent English communication skills and the ability to effectively manage a high-volume customer support environment while working U.S. business hours. As a Customer Service Manager, you will be responsible for overseeing daily customer service operations, monitoring team performance, implementing best practices, and ensuring exceptional customer experiences.

Responsibilities

• Manage and supervise a remote customer service team in a call center environment
• Monitor team performance, productivity, and customer satisfaction metrics
• Conduct regular coaching, training, and performance evaluations
• Develop and implement customer service policies, procedures, and best practices
• Handle escalated customer issues and ensure timely resolution
• Analyze service metrics and prepare performance reports for leadership
• Ensure adherence to company standards, processes, and quality expectations
• Collaborate with other departments to improve customer experience and operational efficiency
• Assist with hiring, onboarding, and training new customer service representatives
• Monitor call quality and provide constructive feedback to team members
• Foster a positive, accountable, and customer-focused team culture

Requirements

• Minimum 5 years of experience as a Customer Service Manager in a call center or customer support environment
• Proven experience managing customer service teams
• Strong leadership, coaching, and people management abilities
• Experience working with CRM systems, call center software, and customer service tools
• Strong analytical and problem-solving skills
• Experience tracking KPIs, service levels, customer satisfaction, and team performance metrics

Language Requirement: English (Fluent- both written and verbal)

Schedule: New York (EST) business hours

Job Type: Full-time

Pay: 10,000.00RON - 14,000.00RON per month

Work Location: Remote