Remote Customer Service Manager, U.S. Operations

Conexwest; Philippines; Remote; PHP 5,657,000 - 8,799,000; Full time

Job summary

Conexwest is seeking an experienced Customer Service Manager to lead our customer service function in a fully remote role. You will supervise and develop the team, personally handle complex cases, and own the end-to-end resolution of complaints, escalations, and service issues across deliveries, container conditions, billing, and documentation.

In this fast-paced logistics environment, you will coordinate with Sales, Dispatch, Operations, and Accounting to improve processes, monitor KPIs, and

Qualifications

• 5+ years in Customer Service, Customer Success, Account Management or Operations.
• Proven experience handling difficult customers, complaints and escalations.
• Experience designing or improving CS processes and KPIs.
• Excellent written and verbal English communication and leadership.

Responsibilities

• Lead and coach the Customer Service team; set expectations for response times and ownership.
• Act as primary escalation point for complex or high-priority cases and ensure resolution.
• Collaborate with Sales, Dispatch, Operations, and Accounting to resolve issues.
• Monitor KPIs: first response, resolution time, case volume, aging, and customer satisfaction.
• Drive process improvements and maintain clear documentation of interactions.

Skills

Customer service

Customer success

Account management

Operations

English communication

Leadership

Conflict resolution

Problem solving

Organization

Tools

CRM

Ticketing systems

Phone support

Email tracking

Customer tracking systems

Job description

Conexwest is seeking an experienced Customer Service Manager to lead our customer service function in a fully remote role. You will supervise and develop the team, personally handle complex cases, and own the end-to-end resolution of complaints, escalations, and service issues across deliveries, container conditions, billing, and documentation.

In this fast-paced logistics environment, you will coordinate with Sales, Dispatch, Operations, and Accounting to improve processes, monitor KPIs, and