Customer Service Manager at Hey Lieu

, , Mexico -

Full Time

Start Date

Immediate

Expiry Date

31 Dec, 25

Salary

0.0

Posted On

02 Oct, 25

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Leadership, Conflict Resolution, Communication, Organizational Skills, CRM Systems, Call Management, Problem Solving, Team Management, Performance Tracking, Training, Process Improvement, Escalation Management, Analytical Skills, Customer Satisfaction, Logistics

Industry

Business Consulting and Services

Description

About the Client We are a trusted moving and storage company dedicated to providing reliable, professional, and stress-free relocation experiences. Our team values customer satisfaction, clear communication, and operational excellence. We are seeking a leader who can strengthen our customer service operations and ensure every client receives top-quality support. Role Overview We are looking for an experienced Customer Service Manager to oversee client interactions, manage a team of representatives, and ensure smooth resolution of customer concerns. The ideal candidate has a neutral or minimal accent, strong leadership skills, and a proven background in managing customer-facing teams within fast-paced industries (moving, logistics, or related services preferred). Key Responsibilities Lead, mentor, and supervise the customer service team to deliver excellent client support. Oversee daily customer service operations including call handling, ticket management, and escalations. Implement best practices and scripts to ensure consistent, professional communication with clients. Track customer service performance through KPIs and reporting. Handle escalated client issues with diplomacy, problem-solving, and urgency. Collaborate with operations and dispatch teams to resolve scheduling, billing, and service-related matters. Train new hires and conduct regular performance reviews. Recommend and implement process improvements to enhance customer satisfaction. Requirements Proven experience (3+ years) in a customer service leadership role (preferably in moving, logistics, transportation, or service-based industries). Strong verbal and written English communication skills, with a neutral or minimal accent. Excellent organizational, leadership, and conflict-resolution skills. Ability to work under pressure and manage multiple priorities. Proficiency in CRM and call management systems. Flexible to work US business hours. Bachelor’s degree preferred but not required. Preferred Qualities Experience in the moving or logistics industry. Strong analytical and reporting skills. Track record of improving customer satisfaction scores and retention.

Responsibilities

The Customer Service Manager will lead and supervise the customer service team to ensure excellent client support and oversee daily operations. They will handle escalated client issues and collaborate with other teams to resolve service-related matters.