Customer Service Manager

This is a remote position.

• Contract type: Independent Contractor
• Working Hours: 8:00 AM – 5:30 PM, Monday to Friday

Leadership & Team Management

• Lead, motivate, and develop a growing team of customer service representatives.
• Conduct regular training and development programs to enhance team capabilities.
• Set and monitor KPIs and SLAs, ensuring consistent achievement of targets.
• Analyze performance data and recommend improvements.
• Foster a culture of continuous learning and improvement.

Customer Support Oversight

• Oversee all inbound communication, ensuring fast, empathetic, and professional resolutions across phone, email, and chat.
• Manage escalations effectively and implement strategies to prevent recurring issues.
• Develop crisis mitigation strategies to ensure service continuity.

Systems & Processes

• Develop and maintain customer service policies and procedures, including escalation protocols.
• Introduce and optimize systems and tools (e.g., Zendesk, chatbots, SMS).
• Maintain an up-to-date Customer Service Handbook and software manuals for team reference.

Cross-Functional Training

• Identify scenarios where operational staff may manage customer situations before escalation.
• Create accessible “cheat sheets” to empower frontline staff.

Customer Feedback & Insights

• Gather and analyze feedback to identify trends, pain points, and opportunities.
• Provide actionable recommendations and ensure approved changes are implemented.

Customer Loyalty & Retention

• Collaborate with leadership and marketing to design and execute loyalty, referral, and rewards programs.
• Support initiatives to drive rebooking and reward long-term customers.

Reporting & Analytics

• Deliver comprehensive monthly reports on team performance, including KPIs, volumes, escalations, cancellation, reschedules, and customer inquiry breakdowns.

Budget & Resource Management

• Oversee the customer service budget and allocate resources effectively.
• Prepare data-driven proposals for additional budget requirements.

Requirements

• Proven experience in a Customer Service Manager or Team Lead role, ideally within a service-based or customer-facing industry.
• Strong leadership skills with experience managing offshore and/or remote teams.
• Proficiency with customer support software (e.g., Zendesk, Freshdesk, Salesforce Service Cloud) and familiarity with automation tools such as chatbots or AI-based support.
• Excellent communication and interpersonal skills, with the ability to handle escalations diplomatically.
• Strong analytical and reporting abilities, with experience working with KPIs and performance metrics.
• Demonstrated ability to design and implement scalable systems and processes.
• Experience in training and coaching staff, including non-customer service team members.

• Customer-first mindset with high empathy and problem-solving ability.
• Detail-oriented with strong organizational skills.
• Proactive, adaptable, and able to thrive in a fast-paced environment.
• Ability to work cross-functionally and collaborate with multiple stakeholders.

Education

• A bachelor’s degree in Business, Management, Communications, or a related field is preferred.
• Additional training or certifications in customer service, leadership, or process improvement is a plus.

Benefits

• HMO Coverage for eligible locations
• Permanent Work from home
• Immediate Hiring
• Steady Freelance Job