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. Conditions: 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.