Customer Service Manager
New
H
HuzzleLogistics
Romania. Bosnia and Herzegovina. Serbia. North Macedonia. Bulgaria. SloveniaFull-TimeManager
Salary not disclosed
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Job Details
- Required Skills
- LeadershipData AnalysisSalesforceCRMZendesk
Requirements
- Proven experience as a Customer Service Manager or in a senior leadership role within a support environment.
- Exceptional conflict management and de-escalation skills with a track record of handling high-pressure situations.
- Strong leadership capabilities with the ability to inspire, motivate, and manage a remote workforce.
- Excellent verbal and written communication skills.
- Proficiency in modern CRM software and helpdesk tools (e.g., Zendesk, Salesforce, or Intercom).
- Analytical mindset with the ability to interpret data and translate it into actionable strategies.
- Experience working within a high-growth startup or a SaaS environment (nice to have).
- Familiarity with remote team management tools such as Slack, Notion, and Zoom (nice to have).
- Previous experience in training and curriculum development for support teams (nice to have).
Responsibilities
- Oversee and mentor a fully remote team of customer service representatives to ensure peak performance and professional growth.
- Act as the final point of escalation for complex customer issues, utilizing expert conflict management skills to reach positive resolutions.
- Establish and monitor key performance indicators (KPIs) such as response times, CSAT scores, and first-contact resolution rates.
- Refine and implement standardized support workflows to enhance efficiency and maintain brand voice.
- Collaborate with cross-functional departments to provide customer insights that drive product and service improvements.
- Conduct regular performance reviews and quality assurance audits to maintain high standards of service.
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