Customer Service Manager

We are seeking a Customer Service Manager (remote) for our partner at an American company that investigates digital crimes, protects online reputations, and neutralizes cyber threats.

Responsibilities:

• Manage and oversee the work of a remote customer service team in a call center environment.
• Monitor team performance, efficiency metrics, and customer satisfaction.
• Conduct regular training, coaching, and performance evaluations for employees.
• Develop and implement customer service policies, procedures, and best practices.
• Review and resolve complex and escalated customer requests.
• Analyze service metrics and prepare reports for management.
• Ensure compliance with internal company standards, processes, and service quality requirements.
• Collaborate with other company departments to improve customer service quality and operational efficiency.
• Participate in the recruitment, onboarding, and training of new customer service specialists.
• Monitor the quality of telephone conversations and provide constructive feedback to employees.
• Foster a positive, responsible, and customer-focused corporate culture within the team.

Requirements:

• At least 2 years of experience as a Customer Service Manager in a call center or customer support department.
• Proven experience managing customer service teams.
• Strong leadership, coaching, and personnel management skills.
• Experience with CRM systems, call center software, and customer service tools.
• Strong analytical and problem-solving skills.
• Experience monitoring KPIs, service levels, customer satisfaction, and team performance indicators.
• Fluent in English (oral and written).
• Proficiency in CRM systems, call center software, and customer service tools.
• A quiet, dedicated workspace with a desk and reliable equipment for effective remote work.

• Global Remote: 100% remote work from anywhere in the world.
• Schedule: Mon-Fri, 9:00 AM to 6:00 PM New York time (including a one-hour lunch break). Weekends are based on US federal holidays.
• Status: Employed by a leading US cybersecurity company.
• Growth: Opportunities for professional development in an international environment and career advancement.
• Employment: Contract with a foreign company.
• Starting: 3-month probationary period.