Customer Service Manager

Location: South Africa; Pakistan; Philippines 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 seeking an experienced and customer-focused Customer Service Manager to lead and optimize support operations for a growing international business. This role is designed for a professional who is passionate about delivering exceptional customer experiences, refining support workflows, and mentoring high-performing teams. As the bridge between the team and the customer, you will ensure that every interaction reflects our commitment to excellence while driving the operational strategies that make long-term success possible in a global, remote environment. Key Responsibilities Lead, coach, and develop customer service representatives to achieve individual and collective performance goals. Manage daily customer support operations across email, chat, phone, and ticketing systems. Monitor and report on key performance indicators (KPIs), including response times, CSAT scores, and service quality. Develop and implement customer service policies, standard operating procedures, and best practices. Handle escalated customer concerns directly to ensure professional and timely resolution. Collaborate with sales, operations, and product teams to voice customer feedback and drive product improvements. Analyze customer data and trends to identify opportunities for process optimization. Conduct regular performance reviews, training sessions, and ongoing coaching initiatives. Ensure service standards and company policies are consistently maintained across the department. Requirements 3+ years of experience in customer service, customer support, or customer success roles. Proven leadership or team management experience. Excellent verbal and written English communication skills. Proficiency with CRM and customer support platforms (e.g., Zendesk, HubSpot, Salesforce, or Freshdesk). Strong problem-solving and conflict-resolution abilities. Ability to manage multiple priorities in a fast-paced, remote environment. Strong analytical skills with the ability to translate data into actionable insights. A reliable high-speed internet connection and a professional remote work setup. Nice-to-Haves Experience working with international customers and diverse time zones. Familiarity with help center documentation and knowledge base management. Experience in a high-growth startup or scaling tech environment. Benefits 💰 Competitive salary based on experience 🌎 Fully remote role with a flexible work environment 🚀 Work with a growing logistics company in a high-demand industry 📈 Long-term career growth with operational and customer success exposure 🎯 Hands-on role with real impact on day-to-day business operations