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Customer Service Manager

Customer Service Remote Remote Mid Level $85,000 – $110,000
Lead a growing team of 10–20 reps across phone, email, and chat; own support strategy, staffing, scheduling, and training; build SOPs, QA, and coaching programs; manage escalations and VIP tickets; analyze trends and report on SLA, AHT, FCR, CSAT/NPS; partner with Product and Ops to drive root-cause fixes; optimize tooling (Zendesk/Freshdesk/Intercom) and knowledge base.

Requirements:

5+ years in customer support with 2+ years managing a team Track record improving SLA/CSAT/NPS and reducing handle time Hands-on with Zendesk/Freshdesk/Intercom admin and workflows Experience with QA, WFM, and coaching frameworks Data fluency (Excel/Sheets; SQL/BI a plus) Excellent cross-functional communication and stakeholder management Comfort with fast-moving environment and change management
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Australia

Apply for positions in our Australian offices. Please have your TFN and identification ready.

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Important Information

Before proceeding with your application, please ensure you have:

  • Valid government-issued identification
  • Your tax identification number (SSN/SIN/TFN)
  • Current contact information
  • Employment history details

The application process takes approximately 15-20 minutes to complete. Make sure you have all required documents ready before starting.