Customer Service Manager – U.S. Operations

We are looking for an experienced Customer Service Manager to lead our Customer Service function and ensure a consistently high level of service throughout the customer journey. This is a hands-on management role. In addition to supervising and developing the Customer Service team, you will personally manage complex customer situations, escalations, complaints, and service issues that require management-level attention. Our business operates in a fast-paced container, logistics, and service environment where customer concerns may involve deliveries, container condition, modifications, repairs, billing, documentation, scheduling, or communication between departments. The right person is proactive, organized, solution-oriented, and comfortable taking ownership of difficult situations from the initial complaint through final resolution.

Key Responsibilities

Customer Service Leadership

• Manage, coach, and support Customer Service team members.
• Establish clear expectations for communication quality, response times, follow-ups, and case ownership.
• Monitor team workload and ensure customer requests are assigned and handled appropriately.
• Provide ongoing feedback, training, and performance support.
• Develop and maintain Customer Service procedures, templates, escalation processes, and service standards.
• Help create a culture where customer issues are owned rather than passed from one department to another.

Customer Complaints & Escalations

• Serve as the primary escalation point for complex or dissatisfied customers.
• Personally handle sensitive customer complaints and high-priority cases.
• Investigate concerns by gathering information from relevant departments.
• Communicate professionally with customers during difficult or high-pressure situations.
• Establish clear expectations regarding timelines, solutions, and next steps.
• Follow cases through until an appropriate resolution is reached.
• Identify situations that require escalation to senior management.

Cross-Functional Coordination

Work closely with Sales, Dispatch, Operations, Production, Supply Chain, Accounting, Collections, and other departments to resolve customer concerns.

Issues may include:

• Delivery delays or scheduling concerns
• Container condition or quality complaints
• Repairs or service requests
• Container modifications
• Missing or incorrect documentation
• Billing or payment questions
• Order discrepancies
• Communication breakdowns
• Service quality concerns
• Post-sale customer support

Performance & KPIs

• First response time
• Average resolution time
• Number of open customer cases
• Aging of unresolved cases
• Complaint volume
• Escalation rate
• Repeat complaints
• Customer satisfaction
• Case closure rate
• Team productivity and responsiveness

Process Improvement

• Review current Customer Service processes and identify gaps.
• Create clear workflows for inquiries, complaints, escalations, and follow-ups.
• Implement appropriate tracking and reporting systems.
• Maintain accurate documentation of customer interactions and resolutions.
• Work with other departments to prevent recurring customer problems.
• Identify opportunities to improve communication throughout the customer journey.
• Provide management with regular reporting on customer trends, major complaints, risks, and improvement opportunities.

Qualifications

• 5+ years of Customer Service, Customer Success, Account Management, Operations, or related experience.
• 2+ years of supervisory or management experience preferred.
• Proven experience handling difficult customers, complaints, and escalations.
• Experience managing or developing Customer Service processes and KPIs.
• Experience in shipping containers, logistics, transportation, manufacturing, construction, equipment, or another operational industry is strongly preferred.
• Excellent written and verbal English communication skills.
• Strong leadership and people-management skills.
• Excellent conflict-resolution and problem-solving abilities.
• Strong organizational skills and attention to detail.
• Ability to prioritize multiple urgent customer situations.
• Comfortable working across departments and holding stakeholders accountable for follow-up.
• Strong sense of ownership and accountability.
• Comfortable working independently in a remote environment.
• Experience with CRM, ticketing, phone, email, and customer tracking systems.

Working Hours

This is a fully remote position , but availability during U.S. Pacific Time business hours is required: Monday–Friday |