Remote Customer Service Manager - Own Escalations & Excellence

Conexwest; United States; Remote; USD 90,000 - 140,000; Full time

Job summary

Conexwest is seeking an experienced Customer Service Manager to lead our CS function and ensure a high level of service across the customer journey. This is a hands-on leadership role with coaching, complex issue ownership, and escalation management.

You will coordinate with Sales, Dispatch, Operations, Production, Supply Chain, Accounting, and other departments to resolve concerns, set clear KPIs, and drive process improvements. The role is fully remote with US Pacific Time hours.

Qualifications

• 5+ years in Customer Service, Customer Success, or related roles.
• 2+ years of supervisory or management experience preferred.
• Experience handling difficult customers and escalations.
• Experience with CS processes and KPIs.
• Experience in shipping/logistics or operational industries preferred.

Responsibilities

• Lead and develop the Customer Service team and supervise daily operations.
• Act as primary escalation point for complex or high-priority cases.
• Coordinate with Sales, Dispatch, Operations, and other departments to resolve issues.
• Define and track CS KPIs: response times, resolution times, open cases.
• Drive process improvements and documentation.

Skills

Leadership

Customer service

Escalations handling

CRM & ticketing

Cross-functional collaboration

English communication

Tools

CRM software

Ticketing systems

Job description

Conexwest is seeking an experienced Customer Service Manager to lead our CS function and ensure a high level of service across the customer journey. This is a hands-on leadership role with coaching, complex issue ownership, and escalation management.

You will coordinate with Sales, Dispatch, Operations, Production, Supply Chain, Accounting, and other departments to resolve concerns, set clear KPIs, and drive process improvements. The role is fully remote with US Pacific Time hours.