Customer Service Manager

CUSTOMER SERVICE MANAGER

About Us

Sorso Wellness Water provides advanced water purification solutions designed to deliver cleaner, healthier, and better-tasting water. Its unique process removes up to 99% of contaminants and then alkalinizes, ionizes, and hydro boosts the water for enhanced quality. Sorso also offers whole-home water filtration and softener systems for comprehensive household protection. The company focuses on high-performance, reliable products that support wellness-focused lifestyles and long-term customer satisfaction.

Key Responsibilities

• Lead and oversee daily customer service operations.
• Manage, train, and support the customer service team.
• Develop and improve customer service processes, workflows, and standards.
• Monitor KPIs such as response time, resolution time, customer satisfaction, and team performance.
• Handle escalated customer issues and ensure proper resolution.
• Oversee inquiries related to products, installations, troubleshooting, orders, returns, warranties, and service requests.
• Work closely with Sales, Operations, and Technical Support to improve the customer experience.
• Identify recurring issues and implement solutions to prevent them.
• Develop customer service guidelines, scripts, FAQs, and internal procedures.
• Provide management with regular reports, insights, and recommendations.
• Take ownership of the overall customer experience and continuously identify opportunities for improvement.

Qualifications

• 4–5+ years of customer service experience in a leadership and management position.
• Proven experience managing or leading a customer service team.
• Strong understanding of customer experience and support operations.
• Excellent leadership, communication, organization, and problem-solving skills.
• Professional written and verbal English proficiency (B2+ or higher).
• Experience with CRM and customer service platforms.
• Ability to work independently and take ownership in a remote environment.
• Experience in consumer products, home services, wellness, or e-commerce is a plus.
• Must be located in Colombia.

What We Offer

• $2,500 USD/month
• Fully remote
• Full-time position
• Opportunity to lead and shape the Customer Service department of a growing wellness brand
• Professional growth and increased responsibility

How to Apply

• Prepare a 1-2 minute introductory video telling us about your background and why you are the right fit for this role. Totally casual, just something simple filmed on your phone is perfect, in a Google drive link (only) along with your CV in English.
• Email your resume and the video link (Google drive link) directly toVivianna@sorsowater.com.

Only candidates who submit the introductory video will be considered for the next stage of the hiring process.

We look forward to meeting you!