Remote Customer Service Manager — Softtek
Job Title: Customer Service Manager
Company: Softtek
Work Arrangement: Fully Remote
Employment Type: Full-Time
Department: Customer Experience / Customer Service
Job Description
Softtek is seeking an experienced and motivated Remote Customer Service Manager to lead customer service operations and ensure an exceptional experience for clients. The ideal candidate will manage customer service teams, monitor performance, resolve escalated issues, and develop strategies that improve customer satisfaction and operational efficiency.
This is a fully remote position suitable for a strong people leader who can effectively manage teams, communicate across departments, and maintain high service standards in a remote environment.
Key Responsibilities
Lead, coach, and develop remote customer service representatives.
Monitor team performance, productivity, quality, and customer satisfaction metrics.
Establish and maintain customer service standards, procedures, and performance goals.
Handle escalated customer issues and ensure timely, professional resolutions.
Analyze customer feedback and service data to identify areas for improvement.
Work closely with operations, sales, technology, and other departments to resolve customer concerns.
Conduct regular team meetings, one-on-one coaching sessions, and performance reviews.
Identify training needs and coordinate ongoing employee development.
Create reports and provide management with updates on team performance and customer trends.
Promote a positive, accountable, and customer-focused remote work culture.
Identify opportunities to improve processes, reduce response times, and increase customer satisfaction.
Qualifications
3+ years of experience in customer service, customer success, contact center operations, or a related field.
Previous supervisory or management experience preferred.
Strong leadership, communication, and problem-solving skills.
Experience managing or supporting remote teams.
Ability to analyze customer service metrics and performance reports.
Strong organizational and time-management skills.
Proficiency with customer service platforms, CRM systems, Microsoft Office, Google Workspace, or similar tools.
Ability to handle difficult customer situations professionally.
Comfortable working independently in a fully remote environment.
Preferred Skills
Customer experience management
Team leadership and coaching
Conflict resolution
Performance management
CRM and ticketing systems
Data analysis and reporting
Process improvement
Excellent written and verbal communication
What We Offer
Fully remote work environment
Competitive compensation
Professional development opportunities
Collaborative and supportive team culture
Opportunities for career advancement
Flexible remote-work environment
Apply today to join Softtek and help build outstanding customer experiences through effective remote team leadership.
