Customer Service Manager

About the company

The company connects strong talent with roles at leading businesses across the UK, US, Canada, Europe, and Australia. Its client base includes startups, digital agencies, and technology platforms working in SaaS, MarTech, FinTech, and EdTech. The selected professional will join the client directly as an in-house team member rather than working through an outsourcing model.

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 service standard, guide the team, refine processes, and convert customer insights into practical improvements for the business.

Core responsibilities

• Lead the day-to-day work of the customer support team, making sure cases are handled quickly and correctly.
• Support team development through coaching, mentoring, and routine performance discussions.
• Track and evaluate service metrics such as CSAT, response speed, and resolution performance.
• Spot delays or friction points in the customer journey and introduce process changes that improve efficiency.
• Serve as the escalation contact for complex technical matters and urgent customer issues.
• Work with teams across the business to represent the customer perspective and contribute to product enhancements.
• Hire and onboard new support team members as the function grows.

Requirements

• At least 3 years of experience in customer service management or a leadership position.
• Background in leading remote or geographically distributed teams.
• Strong verbal and written communication skills, with an ability to show empathy and be clear.
• Good analytical ability and confidence using data to guide decisions.
• Hands-on experience with modern help desk platforms such as Zendesk, Salesforce, or Intercom.
• Ability to stay composed and make sound decisions in stressful situations.
• Experience working in a startup or SaaS environment with rapid growth.
• Solid understanding of customer retention and churn reduction approaches.

Benefits

• Competitive pay aligned to experience.
• Fully remote arrangement with flexible working conditions.
• Opportunity to contribute to a fast-growing logistics company operating in a high-demand sector.
• Scope for long-term career growth with exposure to operations and customer success.
• A hands-on role with visible impact on daily business activity.

Additional information

The role is based in Mexico and is offered as a full-time remote position. No fixed salary figure was provided. This opportunity is aimed at professionals who can bring leadership, customer focus, and process improvement skills to a growing support organization.