Remote Customer Service Manager

Location: Romania; Bosnia and Herzegovina; Serbia; North Macedonia; Bulgaria; Slovenia 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 a high-caliber Customer Service Manager to lead our remote support team toward excellence. In this role, you will be the bridge between our customers and our brand, ensuring every interaction reflects our commitment to quality. We need a leader who thrives in fast-paced environments, possesses unwavering empathy, and has the strategic mindset to turn complex challenges into long-term customer loyalty. If you are passionate about building world-class support cultures and mentoring high-performing teams, we want to hear from you. Key Responsibilities Oversee and mentor a fully remote team of customer service representatives to ensure peak performance and professional growth. Act as the final point of escalation for complex customer issues, utilizing expert conflict management skills to reach positive resolutions. Establish and monitor key performance indicators (KPIs) such as response times, CSAT scores, and first-contact resolution rates. Refine and implement standardized support workflows to enhance efficiency and maintain brand voice. Collaborate with cross-functional departments to provide customer insights that drive product and service improvements. Conduct regular performance reviews and quality assurance audits to maintain high standards of service. Requirements Proven experience as a Customer Service Manager or in a senior leadership role within a support environment. Exceptional conflict management and de-escalation skills with a track record of handling high-pressure situations with grace. Strong leadership capabilities with the ability to inspire, motivate, and manage a remote workforce. Excellent verbal and written communication skills. Proficiency in modern CRM software and helpdesk tools (e.g., Zendesk, Salesforce, or Intercom). Analytical mindset with the ability to interpret data and translate it into actionable strategies. Nice-to-Haves Experience working within a high-growth startup or a SaaS environment. Familiarity with remote team management tools such as Slack, Notion, and Zoom. Previous experience in training and curriculum development for support teams. 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