Customer Service Manager - Remote

About Huzzle

At Huzzle, we connect exceptional talents with top opportunities at leading companies across the UK, US, Canada, Europe, and Australia. Our clients include startups, digital agencies, and tech platforms in industries such as SaaS, MarTech, FinTech, and EdTech. Unlike an outsourcing agency, we place you directly with a client where you’re hired in-house as a valued member of their team.

Job Summary

We are looking for a dedicated Customer Service Manager to support operations and elevate the customer experience. In this role, you will be the driving force behind a culture of excellence, ensuring that every interaction reflects our commitment to high-quality service. This is a pivotal position for a strategic thinker who is passionate about mentoring talent, optimizing workflows, and turning customer feedback into actionable growth strategies for the team.

Key Responsibilities

• Oversee the daily operations of the customer support team to ensure timely and accurate resolutions.
• Mentor, coach, and develop team members through regular performance reviews and feedback sessions.
• Establish and monitor key performance indicators (KPIs) such as CSAT, response times, and resolution rates.
• Identify bottlenecks in the customer journey and implement process improvements to increase efficiency.
• Act as an escalation point for complex technical issues or high-priority customer concerns.
• Collaborate with cross-functional departments to advocate for the customer and influence product improvements.
• Manage the recruitment and onboarding of new support staff as the team scales.

Requirements

• 3+ years of experience in a Customer Service Management or Leadership role.
• Proven track record of managing remote or distributed teams.
• Exceptional communication skills with the ability to convey empathy and clarity.
• Strong analytical skills with experience using data to drive decision-making.
• Proficiency with modern help desk software (e.g., Zendesk, Salesforce, or Intercom).
• Demonstrated ability to remain calm and decisive in high-pressure situations.
• Experience in a fast-growing startup or SaaS environment.
• Deep understanding of customer retention strategies and churn reduction.