Remote Customer Support Manager

Summary

Join us as a Customer Support Manager at cargo.one, where you'll lead our customer support team and elevate customer satisfaction. You'll be part of a dynamic team driving excellence in service delivery and fostering a culture of continuous improvement.

Requirements

• Experience: Minimum 5 years of experience leading customer service or contact centre teams, preferably in start-ups, SaaS or tech environments
• Leadership: Proven track record of successfully managing and developing high-performing teams
• Customer focus: Deep understanding of customer service principles, metrics, benchmarks and a passion for delivering exceptional customer experiences
• Organisational skills: Highly organized, with the ability to manage multiple priorities and tasks in a fast-paced environment
• Collaboration: Collaborative mindset with the ability to work effectively across teams and departments
• Growth-mindset: Eagerness to learn, grow, and take on new challenges. Open to feedback and committed to continuous improvement
• Problem solving: Strong problem-solving skills, with the ability to think critically and develop creative solutions
• Communication: Excellent verbal and written communication skills, with the ability to convey complex information clearly and effectively
• Technical proficiency: Comfortable with customer service software (Zendesk, Intercom), CRM systems (Salesforce), and other related tools
• Analytical skills: Strong analytical skills, with the ability to develop complex reports (Customer Support specific and business specific), identify trends and gaps and implement solutions to address them

Responsibilities

• Manage and mentor a customer support team, fostering a positive, customer-centric culture
• Ensure the smooth operation of the customer support function, from handling escalations to optimising workflows
• Regularly seek and provide constructive feedback to the team, promoting a culture of continuous learning and improvement
• Take ownership of the customer support function, making independent decisions that align with company values and objectives
• Use your expertise to address complex customer issues, developing long-term solutions that prevent future occurrences
• Work closely with cross-functional teams, including Product and Partnerships to ensure customer feedback is integrated into our roadmap
• Track and report on key performance indicators (KPIs) to measure team success and identify areas for improvement
• Identify skill gaps within the team and implement training programs to address them, ensuring the team is always equipped to provide top-notch service
• Continuously assess and refine customer service processes to enhance efficiency and effectiveness

Benefits

• Home office budget of €650 which can be used to purchase items such as a desk, chair, mouse, keyboard & monitor, etc
• Choose between MacBook Air (M3 chip) or Dell XPS and have it delivered prior to your starting date
• Offsite fun & team trips since there’s nothing more important than culture and team spirit. We meet twice a year as a company and once as a team
• Unlimited co-working options through our partner desana all around the world
• Mindsurance: premium digital mental health care for remote teams
• 24 paid vacation days on top of the bank holidays (specific to the country you are in) and special leaves
• Permanent full-time employment through our partner Remote.com