Customer Service Manager

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.