Remote Customer Service Manager, U.S. Operations

Conexwest; Argentina; Remote; ARS 106,112,000 - 136,430,000; Full time

Job summary

Conexwest is seeking an experienced Customer Service Manager to lead our global Customer Service function in a fully remote, management-focused role. You will supervise the team, manage complex escalations, and own the customer journey from first contact to final resolution.

You will collaborate with Sales, Dispatch, Operations, and Finance to resolve deliveries, container status, billing, and documentation issues, while driving process improvements and KPIs.

Qualifications

• 5+ years of Customer Service, Customer Success, Account Management, Operations, or related experience.
• 2+ years of supervisory or management experience preferred.
• Proven experience handling difficult customers, complaints, and escalations.
• Experience managing or developing Customer Service processes and KPIs.
• Experience in shipping containers, logistics, transportation, manufacturing, construction, equipment, or another operational industry is strongly preferred.
• Excellent written and verbal English communication skills.
• Strong leadership and people-management skills.
• Excellent conflict-resolution and problem-solving abilities.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple urgent customer situations.
• Comfortable working across departments and holding stakeholders accountable for follow-up.
• Strong sense of ownership and accountability.
• Comfortable working independently in a remote environment.
• Experience with CRM, ticketing, phone, email, and customer tracking systems.

Responsibilities

• Provide leadership to the Customer Service team and set performance expectations.
• Handle high-priority customer complaints and escalations.
• Coordinate cross-functionally with Sales, Dispatch, Operations, Production, and Finance to resolve issues.
• Monitor KPIs such as response times, resolution time, and customer satisfaction.
• Develop and improve CS procedures, templates, and escalation processes.
• Foster ownership of customer issues and drive end-to-end resolutions.

Skills

Customer Service Leadership

People Management

Conflict Resolution

Organization

Ownership & Accountability

Remote Work

English Communication

Tools

CRM systems

Ticketing systems

Customer tracking systems

Job description

Conexwest is seeking an experienced Customer Service Manager to lead our global Customer Service function in a fully remote, management-focused role. You will supervise the team, manage complex escalations, and own the customer journey from first contact to final resolution.

You will collaborate with Sales, Dispatch, Operations, and Finance to resolve deliveries, container status, billing, and documentation issues, while driving process improvements and KPIs.