Customer Service Manager

About the company

Huzzle connects top-tier professionals with strong opportunities at leading organizations across the UK, US, Canada, Europe, and Australia. Its client base includes startups, digital agencies, and technology companies operating in sectors such as SaaS, MarTech, FinTech, and EdTech. This is not an outsourcing setup; selected candidates join the client’s internal team as direct employees.

Role overview

This position is for a Customer Service Manager who can strengthen support operations and improve the overall customer journey. The role calls for someone who can set a high standard for service, guide team members effectively, refine workflows, and convert customer input into practical improvements that support team growth.

Key responsibilities

• Lead the day-to-day work of the customer support function so queries are resolved promptly and accurately.
• Coach and develop team members through consistent feedback, mentoring, and performance discussions.
• Track core service metrics such as CSAT, response time, and resolution rate to ensure team performance stays on target.
• Spot friction points in the customer journey and introduce process changes that improve efficiency.
• Handle escalations involving complex technical matters or urgent customer issues.
• Work closely with other teams to represent customer needs and help shape product enhancements.
• Support hiring and onboarding as the support team expands.

Requirements

• At least 3 years of experience in customer service management or a leadership capacity.
• Experience leading remote or geographically distributed teams.
• Strong communication skills with the ability to show empathy and deliver information clearly.
• Solid analytical ability and confidence using data to guide decisions.
• Working knowledge of modern help desk platforms such as Zendesk, Salesforce, or Intercom.
• Ability to stay composed and make sound decisions in challenging situations.
• Background in a fast-moving startup or SaaS environment.
• Good understanding of retention methods and ways to reduce churn.

Benefits

• Competitive compensation aligned to experience.
• Fully remote arrangement with a flexible working setup.
• Opportunity to contribute to a growing logistics business in a high-demand sector.
• Potential for long-term career progression with exposure to operations and customer success.
• A practical, high-impact role that influences everyday business performance.

Additional information

This is a full-time remote opportunity based in Costa Rica. The role is intended for professionals who can work directly with the hiring client as an in-house team member.