Customer Service Manager

Persona is a recruiting and staffing company that hires exceptional people from 98 countries into full-time, long-term remote roles with the most ambitious companies on earth.

Our clients include Fortune 500 enterprises, fast-growing startups backed by Sequoia, Founders Fund, and Andreessen Horowitz, and high-performing companies of every size in between. We offer roles in project management, operations, finance, design, marketing, customer success, and more. Every hire is for a specific open position: one person, one dedicated client, built to last.

Every offer we make is for an open role with a single client — the kind of role that's almost impossible to find on your own: industry-leading pay set against your experience and skill, real career growth, and a stable seat at a serious company, working from home, anywhere in the world.

Persona was founded in 2018 by two Stanford graduates on a simple idea: talent is everywhere, but opportunity isn't. By recruiting globally for specific client roles, we've grown into one of the fastest-growing companies in the global staffing industry. Every applicant goes through the same steps, and each one is designed to let you show what you can actually do.

We hire people who care about the craft of their work, take ownership without being asked, and want to build a career rather than just hold a job. If that's you, and one of our open roles fits, we'd like to meet you.

Role Summary

The Customer Service Manager leads a remote customer support team, driving high CSAT, fast resolution times, and continuous process improvement. This is a true people-management role (vs. an IC support role): you will build KPIs, coach reps, handle escalations, and partner cross-functionally with sales, product, and marketing. Ideal candidates have built and led CS teams in a B2C or B2B environment with measurable impact on satisfaction and retention.

Key Responsibilities

• Lead and manage a remote customer service team; provide coaching, training, and career development

• Oversee the handling of customer inquiries, complaints, and escalations to ensure timely resolution

• Develop and track KPIs (CSAT, NPS, FCR, AHT, resolution rate) and report on team performance

• Identify gaps in current processes; design and implement improvements

• Collect and analyze customer feedback to surface trends and product/process recommendations

• Collaborate with sales, product, and marketing to ensure cohesive customer experience

• Personally handle escalated cases that require senior judgment

• Run weekly 1:1s with reps; conduct performance reviews and PIPs as needed

• Prepare regular executive reports on CS performance and customer trends

Required Qualifications

• Bachelor's degree in Hospitality, Business, Marketing, or a related field

• 3-5+ years of customer service experience, including at least 2 years in a management/team-lead role

• Customer-centric leader with a track record of building high-performing CS teams

• Strong problem-solving and conflict-resolution abilities

• Hands-on experience with CRM and helpdesk systems (Salesforce Service Cloud, Zendesk, HubSpot Service, Freshdesk)

• Excellent interpersonal and written/verbal communication skills

• Fully fluent in English

• Ability to commit long-term and full-time

Preferred Qualifications

• Experience leading distributed/remote teams across time zones

• Familiarity with workforce management and QA tools

• Experience in SaaS, e-commerce, hospitality, or B2C services

Tools & Technologies

• Zendesk, Salesforce Service Cloud, HubSpot Service, Freshdesk, Intercom, Slack, Zoom, Google Workspace; QA/WFM tools (a plus)

Core Competencies

• Empathetic leader who develops people

• Process-minded; comfortable building from scratch

• Data-driven decision maker

• Excellent escalation handler under pressure

• Strong cross-functional collaborator

What We Offer

• Best salaries in the industry

• Work from anywhere permanently

• Opportunities for growth and advancement

• A fast-paced and collaborative environment

• A warm, people-first company culture

• Get paid in your currency of choice

• Full benefits

This is a full-time, long-term remote position dedicated to one client company. Persona provides onboarding and ongoing employment support for this position.