Remote Customer Service Manager, U.S. Operations

Conexwest; Colombia; Remote; COP 60,000,000 - 120,000,000; Full time

Job summary

Conexwest in Colombia is seeking an experienced Customer Service Manager to lead our global service function in a fully remote role. You will supervise the team, resolve high-priority cases, and own the end-to-end customer journey, from first contact to final resolution.

The role requires hands-on leadership, strong English communication, and the ability to coordinate with Sales, Dispatch, Operations, and Billing.

Qualifications

• 5+ years in Customer Service, Success, or Operations leadership.
• Proven experience handling complaints and escalations.
• Experience with CRM and ticketing tools.
• Strong English communication.
• Remote leadership in a distributed team.

Responsibilities

• Lead and coach the Customer Service team.
• Own complex customer escalations and ensure resolution.
• Develop procedures, templates, and service standards.
• Collaborate with Sales, Dispatch, Operations to resolve issues.
• Monitor KPIs like first response time, resolution time, and CSI.
• Own customer journey from inquiry to resolution.

Skills

Customer Service Leadership

Escalation Management

Cross-functional Collaboration

English Communication

People Management

Tools

CRM systems

Ticketing systems

Customer tracking

Job description

Conexwest in Colombia is seeking an experienced Customer Service Manager to lead our global service function in a fully remote role. You will supervise the team, resolve high-priority cases, and own the end-to-end customer journey, from first contact to final resolution.

The role requires hands-on leadership, strong English communication, and the ability to coordinate with Sales, Dispatch, Operations, and Billing.