Job Description

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 a high-caliber Customer Service Manager to lead our remote support team toward excellence. In this role, you will be the bridge between our customers and our brand, ensuring every interaction reflects our commitment to quality. We need a leader who thrives in fast-paced environments, possesses unwavering empathy, and has the strategic mindset to turn complex challenges into long-term customer loyalty. If you are passionate about building world-class support cultures and mentoring high-performing teams, we want to hear from you.

Key Responsibilities

• Oversee and mentor a fully remote team of customer service representatives to ensure peak performance and professional growth.
• Act as the final point of escalation for complex customer issues, utilizing expert conflict management skills to reach positive resolutions.
• Establish and monitor key performance indicators (KPIs) such as response times, CSAT scores, and first-contact resolution rates.
• Refine and implement standardized support workflows to enhance efficiency and maintain brand voice.
• Collaborate with cross-functional departments to provide customer insights that drive product and service improvements.
• Conduct regular performance reviews and quality assurance audits to maintain high standards of service.

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