Customer Service Manager - Remote

About the Company

The company connects skilled professionals with strong opportunities at established businesses across the UK, US, Canada, Europe, and Australia. Its client base includes startups, digital agencies, and technology platforms working in sectors such as SaaS, MarTech, FinTech, and EdTech. This is not an outsourcing arrangement; selected candidates join the client directly and become part of the in-house team.

Role Overview

This position is for a Customer Service Manager who can strengthen support operations and improve the overall customer experience. The role calls for someone who can set a high service standard, guide and develop team members, streamline workflows, and use customer insights to shape meaningful improvements.

Key Responsibilities

• Lead day-to-day customer support operations and make sure issues are resolved accurately and within expected timelines.
• Coach, support, and develop team members through feedback discussions and regular performance evaluations.
• Track and review 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 speed and efficiency.
• Serve as the main point of escalation for difficult technical cases and urgent customer concerns.
• Work closely with other teams to represent the customer voice and help shape product or service improvements.
• Take charge of hiring and onboarding new support team members as the team grows.

Requirements

• At least 3 years of experience in customer service management or a leadership-focused support role.
• Experience leading remote or distributed teams successfully.
• Strong verbal and written communication skills with a clear, empathetic approach.
• Solid analytical ability and a track record of using data to guide decisions.
• Comfort using modern help desk tools such as Zendesk, Salesforce, or Intercom.
• Ability to stay composed and make sound decisions in demanding situations.
• Background in a fast-scaling startup or SaaS environment.
• Working knowledge of customer retention methods and churn reduction practices.

Benefits

• Competitive compensation aligned with experience.
• Fully remote arrangement with flexibility in how you work.
• Opportunity to contribute to a growing logistics business operating in a high-demand sector.
• Room for long-term career development with exposure to both operations and customer success.
• A practical, high-impact role where your work directly affects daily business performance.

Who This Role Is For

This opportunity is suited to professionals who have experience leading customer support teams, especially in remote settings, and who enjoy improving service quality, building strong processes, and turning customer feedback into action.

Additional Information

The role is based in Brazil and is fully remote. It is a full-time position.