Customer Service Manager – Remote

About the role

We are seeking an experienced Customer Service Manager to lead our remote support team and ensure a seamless experience for customers from order placement through post‑delivery. The role requires strong communication, problem‑solving, and leadership abilities to manage complaints and guide internal processes.

Key responsibilities

• Supervise and coach the Customer Service team, organize daily tasks, and monitor performance.
• Review customer interactions, provide feedback, and handle escalated cases.
• Resolve complex complaints related to deliveries, product issues, customization, and service failures while ensuring proper compensation.
• Follow up on delayed or high‑priority orders, coordinate with Operations and Delivery teams, and verify dispatch documentation.

Required profile

• Minimum 3 years of customer service experience, preferably in e‑commerce, retail, hospitality, luxury, or delivery sectors.
• Prior experience managing a team.
• Excellent written and verbal English; Arabic is a plus.
• Strong problem‑solving, decision‑making, and negotiation skills.
• Ability to stay calm under pressure and maintain attention to detail.

Required skills

• Good knowledge of CRM/customer service platforms.