Customer Service Manager

hace 4 días

Desde casa, México One Janitorial A tiempo completo

**Client Service Manager - Remote (Canada & U.S. Clients)**

**Please Read Carefully & Fully Complete Both Steps Below to Be Considered**

**Application Process & Requirements**

**Key Notes to Remember**:

- **Copy and paste the link above into your browser (Google Chrome recommended).**:

- **Ensure your video link is accessible** (Google Drive, Loom, YouTube - unlisted or shareable).
- **Applications without both a video and resume will not be reviewed.**:

- **Be yourself and show your energy**:

- Use the same camera, headset, and workspace you’ll use if hired.

**About the Role**

We are seeking a **skilled Client Service Manager** to lead our remote service team, ensuring **exceptional support** and **long-term satisfaction** for our commercial cleaning clients across Canada and the U.S.

As a Client Service Manager, you will oversee the performance and development of our service and BCO team. You’ll ensure smooth day-to-day operations, handle escalations, support building changeovers, step in during overflow tasks, and maintain **high service standards.** Your leadership will directly influence **client retention, satisfaction, and overall success.**

**Key Responsibilities**
- **Supervise and manage** a team of remote customer success representatives.
- **Onboard and train** new team members to meet our service standards.
- **Monitor KPIs**: response times, resolution rates, and customer satisfaction.
- **Coach and support** team members with call reviews, feedback, and ongoing development.
- **Handle escalations** for complex service issues with quick, professional resolution.
- **Step in during overflow periods** to maintain consistent service.
- **Collaborate with senior leadership** to identify service gaps and improve processes.

**Requirements**:

- **5+ years** in a supervisory/leadership/operations role.
- **Excellent English communication skills** (spoken & written) - minimum **9/10 proficiency.**:

- **Proven experience managing remote teams** or working in virtual environments.
- Strong organizational skills; ability to stay calm under pressure.
- Proficiency with **CRMs (HubSpot preferred), Google Workspace, Slack, Zoom.**:

- **Results-driven mindset** with a passion for customer success.

**Compensation**
- **Base Pay**: $3,000 - $4,5000 CAD per month
- **Shift**: Monday - Friday, 8:00 AM - 4:30 PM (Mountain Time)

Pay: $40,000.00 - $50,000.00 per month

**Experience**:

- Operation/Manager: 5 years (preferred)

Work Location: Remote

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