Customer Service Manager (Remote)

Mashreq Bank; Ottawa; Remote; CAD 80,000 - 100,000; Full time

Job summary

A leading technology company is seeking an experienced Customer Service Manager to join their remote team. This full-time position involves overseeing the customer service department, leading a team, and implementing strategies to enhance service quality. The ideal candidate will have strong leadership and communication skills and at least 5 years of customer service experience. The company offers competitive salary, health benefits, and a flexible work schedule.

Benefits

Competitive salary

Health, dental, and vision insurance

401(k) plan

Generous paid time off

Flexible work schedule

Professional development opportunities

Qualifications

• 5+ years of experience in customer service.
• Minimum 2 years in a managerial or leadership role.
• Experience managing remote teams preferred.

Responsibilities

• Lead and manage customer service team.
• Develop strategies for customer service improvement.
• Monitor performance and adjust processes as necessary.

Skills

Leadership

Communication

Problem-solving

Customer Service

Education

Bachelor's degree in Business Administration or related field

Tools

Customer Service Software

CRM Systems

Microsoft Office Suite

Job description

Job Summary

Progressive Technology is seeking an experienced and dedicated Customer Service Manager to join our remote team. This key leadership role will involve overseeing our customer service department, ensuring that we deliver exceptional service to our clients while developing strategies for continuous improvement. The ideal candidate will have strong leadership abilities, excellent communication skills, and a deep understanding of customer service management. This is a remote, full-time position, offering flexibility and an opportunity to work with a growing, innovative technology company.

Key Responsibilities

• Lead and manage the remote customer service team, ensuring that all team members are providing excellent service to customers.

• Develop and implement strategies to improve customer service efficiency and satisfaction.

• Monitor customer service metrics and performance data, making adjustments to processes and strategies as necessary.

• Handle complex customer inquiries and resolve escalated issues promptly and professionally.

• Provide training and support to customer service agents, ensuring they have the tools and knowledge needed to succeed.

• Maintain high levels of customer satisfaction through regular feedback collection and follow-up.

• Collaborate with other departments, such as marketing, sales, and product development, to improve the overall customer experience.

• Prepare and present regular reports on customer service trends, performance, and opportunities for improvement to senior management.

• Stay updated on industry trends and best practices in customer service management to continuously improve service delivery.

Required Skills and Qualifications

• Bachelors degree in Business Administration, Communications, or related field (or equivalent work experience).

• Proven experience as a customer service manager or in a leadership role within customer service.

• Exceptional communication skills, both written and verbal, with the ability to interact effectively with customers, team members, and management.

• Strong problem-solving skills with a customer-focused approach.

• Proficiency in customer service software, CRM systems, and Microsoft Office Suite.

• Ability to work independently, as well as part of a team, in a fast-paced environment.

• Demonstrated ability to manage, train, and motivate a remote team.

• Analytical mindset with a focus on performance metrics and service improvement.

Experience

• At least 5 years of experience in customer service, with a minimum of 2 years in a managerial or leadership role.

• Experience managing remote teams is a significant advantage.

• A background in technology or a related industry is a plus but not required.

Working Hours

• Full-time, remote position.

• Flexible working hours, with some availability required during standard business hours.

• Occasional weekend or evening work may be necessary depending on customer needs and team requirements.

Knowledge, Skills, and Abilities

• In-depth knowledge of customer service principles and best practices.

• Strong leadership and team management skills.

• Ability to assess team performance and implement improvements.

• Excellent time management skills and ability to prioritize multiple tasks.

• Ability to work under pressure and handle challenging situations calmly and professionally.

• Knowledge of data analysis tools and customer service reporting methods.

• Strong interpersonal skills and the ability to work with a diverse team.

Benefits

• Competitive salary with performance-based bonuses.

• Health, dental, and vision insurance coverage.

• 401(k) plan with company match.

• Generous paid time off (PTO) and holiday leave.

• Flexible work schedule, including the ability to work from anywhere.

• Professional development opportunities, including training and certification programs.

• A supportive and collaborative work environment where your contributions are valued.

Why Join Progressive Technology?

At Progressive Technology, we are committed to innovation and growth. By joining our team, you will be part of a dynamic company that values creativity, collaboration, and excellence. As a Customer Service Manager, you will have the opportunity to shape the customer experience and make a direct impact on our business success. We offer a flexible and supportive work environment, excellent benefits, and opportunities for career advancement. Join us and be part of a company that is leading the way in technological solutions.

How to Apply

Interested candidates are invited to submit their resume and a cover letter detailing their relevant experience and why they are a perfect fit for the role. Please apply through the application portal on our website or send your application to us. We look forward to reviewing your application and potentially welcoming you to our team!