Customer Service Manager

Customer Service Manager

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.

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.