Senior Customer Service Leader — Remote, Scale Support Ops

STERRY; United States; Remote; USD 120,000 - 180,000; Full time

Job summary

STERRY, a growth marketing agency, seeks a Senior Customer Service Manager to lead the entire CS department across all shifts, ensure seamless cross-shift handoffs, and own high-level KPIs. The role acts as a strategic bridge between Customer Support, Logistics, Quality, and Executive Leadership. Remote work is supported.

You will guide leadership, strategy, and documentation while partnering with Logistics and Marketing to uphold service excellence and operational efficiency at scale.

Qualifications

• Bachelor’s degree in business or related field is a plus; leadership mindset matters most.
• 10+ years in Customer Support/Service operations with multi-shift leadership exposure.
• Hands-on experience with CS platforms and analytics tools.

Responsibilities

• Directly supervise CS Managers, ensure 24-hour continuity and policy enforcement.
• Own CS strategy, SOPs, and cross-shift handoffs to minimize dropped tickets.
• Synthesize weekly CS reports and track CSAT, FRT, resolution time, QA, and chargeback metrics.
• Lead cross-functional feedback with Logistics, Product, Marketing to improve quality and customer experience.

Skills

Leadership

Strategic thinking

KPI/OKR management

Cross-functional collaboration

Mentoring

Problem solving

Education

Bachelor's degree in Business Administration or related field

Tools

Shopify

3PLs

Meta Business Suite

Zendesk

Gorgias

Freshdesk

Google Workspace/Sheets

Job description

STERRY, a growth marketing agency, seeks a Senior Customer Service Manager to lead the entire CS department across all shifts, ensure seamless cross-shift handoffs, and own high-level KPIs. The role acts as a strategic bridge between Customer Support, Logistics, Quality, and Executive Leadership. Remote work is supported.

You will guide leadership, strategy, and documentation while partnering with Logistics and Marketing to uphold service excellence and operational efficiency at scale.