Customer support
Customer Service Manager
Flexible global windows available · Full time
As Customer Service Manager, you'll lead a small support team — owning ticket queues, SLAs, and quality, while coaching agents to deliver fast, on-brand resolutions.
What you'll do
- Triage and prioritise incoming tickets across email, chat, and social
- Own SLA tracking and escalate at-risk tickets before they breach
- Review agent conversations for tone, accuracy, and resolution quality
- Coach junior agents with weekly feedback and shared macros/playbooks
- Report on CSAT, response times, and ticket volume trends
- Liaise with the client on recurring issues and process improvements
Requirements
- Excellent written and verbal English
- 2+ years managing or working in a support team
- 15Mbps+ internet · 8GB RAM laptop with headset
Tools
Zendesk · Intercom · HubSpot · Slack
Day in the life
Triage and respond to client tickets, manage escalations, track SLAs, and coach junior agents on tone and resolution quality.
Application process
Transparent steps — you always know what happens next.
- 1
Apply
Role-specific form: experience, tools, internet speed, device specs.
- 2
Written assessment
English proficiency and tool knowledge — online, 30–45 minutes.
- 3
Video interview
20-minute conversation with our talent team.
- 4
Skills task
Paid trial task relevant to your role.
- 5
Offer & onboarding
Tool certification training before you go live with a client.
Apply for this role
Step 1 of our process — submit your name, email, and CV below.