Head of Customer Service (Remote)

To support customer success and operational excellence, the full-time remote Service Manager will coordinate service-related activities, manage issue intake, and proactively identify customer risks while ensuring effective communication and follow-through until resolution.

Support operational oversight for assigned customer accounts and maintain communication regarding service updates and issue progress

Serve as the primary intake point for customer operational requests, coordinating routing to appropriate internal teams and tracking progress until resolution

Monitor accounts for signals of dissatisfaction and escalate concerns as appropriate, participating in cross-functional escalation forums as needed

High school diploma or equivalent

Demonstrated experience owning post-sale customer relationships

Proven ability to identify and escalate customer risk early, including comfort with difficult conversations

Working understanding of modern managed services environments, including networking and cloud productivity platforms