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 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

Requirements

3+ years of experience in customer service, customer support, or customer success roles
Proven leadership or team management experience
Excellent verbal and written English communication skills
Proficiency with CRM and customer support platforms (e.g., Zendesk, HubSpot, Salesforce, or Freshdesk)
Strong problem-solving and conflict-resolution abilities
Ability to manage multiple priorities in a fast-paced, remote environment
Strong analytical skills with the ability to translate data into actionable insights
A reliable high-speed internet connection and a professional remote work setup

Nice-to-Haves

Experience working with international customers and diverse time zones
Familiarity with help center documentation and knowledge base management
Experience in a high-growth startup or scaling tech environment

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