Customer Service Manager (Remote)

We're partnering with a fast-growing global technology and operations company that serves customers across North America, Europe, and Latin America. The company operates with a fully remote team distributed worldwide and is looking for a Customer Service Manager to lead and scale its customer support operation.

The Opportunity

This person will be responsible for leading a high-performing customer service team, improving operational processes, driving customer satisfaction, and acting as a key bridge between customers and internal teams. You'll work closely with leadership, operations, sales, and product stakeholders to ensure a world-class customer experience while helping the business scale efficiently.

What You'll Do

• Lead, coach, and develop a distributed customer service team.
• Act as the escalation point for critical customer issues.
• Improve workflows, service quality, and operational efficiency.
• Track and analyze customer experience metrics and team performance.
• Partner with cross-functional teams to improve the customer journey.
• Build processes, documentation, and knowledge management systems.
• Drive initiatives focused on retention, satisfaction, and customer loyalty.

What We're Looking For

• 5+ years of experience in Customer Success, Customer Support, Customer Experience, or Customer Service.
• Previous experience managing teams.
• Strong stakeholder management and communication skills.
• Experience working in fast-paced environments such as startups, technology companies, e-commerce, or high-growth businesses.
• Data-driven mindset with strong analytical and problem-solving abilities.
• Advanced English communication skills.
• Ability to work aligned with US business hours.

Nice to Have

• Experience managing globally distributed teams.
• Background in e-commerce, marketplaces, manufacturing, or operations-heavy businesses.
• Experience implementing support processes and service excellence frameworks.

Why Consider This Opportunity

• Fully remote role.
• International exposure and collaboration with global teams.
• High autonomy and ownership.
• Opportunity to build and scale customer experience operations within a growing business.

Location: Remote (LATAM preferred) English required.