Customer Service Manager

About the Company

The company connects highly capable professionals with roles at leading employers across the UK, US, Canada, Europe, and Australia. Its client base includes startups, digital agencies, and technology businesses in sectors such as SaaS, MarTech, FinTech, and EdTech. Candidates are placed directly with the client and work as part of the client’s internal team rather than through an outsourcing arrangement.

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, coach team members, streamline processes, and turn customer insights into practical improvements that help the team grow.

Key Responsibilities

• Lead the day-to-day work of the customer support team and make sure customer issues are handled quickly and accurately.
• Support team growth through coaching, mentoring, regular check-ins, and performance reviews.
• Track core service metrics such as customer satisfaction, response speed, and resolution performance.
• Spot workflow delays or service gaps and introduce improvements that make operations more efficient.
• Handle complex cases and urgent customer concerns when escalation is needed.
• Work with other departments to represent the customer’s voice and contribute to product enhancements.
• Help hire and onboard new support team members as the operation expands.

Requirements

• At least 3 years of experience in a customer service management or team leadership position.
• Prior experience leading remote or geographically distributed teams.
• Strong verbal and written communication skills, with a professional and empathetic approach.
• Comfort using data and service metrics to guide decisions and improvements.
• Working knowledge of modern help desk platforms such as Zendesk, Salesforce, or Intercom.
• Ability to stay composed, practical, and decisive under pressure.
• Background in a fast-moving startup or SaaS setting.
• Solid understanding of retention tactics and methods for reducing customer churn.

Benefits

• Competitive pay aligned with experience.
• A fully remote setup with flexibility in how you work.
• Opportunity to contribute to a growing logistics business in a high-demand space.
• Clear potential for long-term growth, with exposure to operations and customer success.
• A practical, high-impact role that influences day-to-day business outcomes.

Additional Information

This is a direct in-house role with the client company. The position is based in Honduras and is offered as a full-time remote opportunity.

Compensation

Salary is competitive and depends on experience. No fixed amount was specified.