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 The Customer Service Manager is expected to coordinate the resolution rather than simply redirecting the customer to another department. Performance & KPIs Establish, monitor, and report Customer Service performance metrics, including: 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 Analyze recurring customer concerns and identify their root causes. Provide management with recommendations for operational or process improvements when recurring problems are identified. 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 | 8:00 AM–5:00 PM Pacific Time Candidates located outside the United States must be able to consistently work this schedule. What Success Looks Like Within this role, success means building a Customer Service function where: Customers receive timely and professional responses. Complaints have clear ownership. Open cases are actively followed until resolution. Escalations are handled quickly and professionally. Customer Service and Operations communicate effectively. Recurring problems are identified and addressed at their root cause. Management has visibility into customer issues and service performance. The Customer Service team has clear standards, accountability, and measurable KPIs. We are looking for someone who can combine strong customer advocacy, operational thinking, and leadership while understanding that excellent customer service is not only about answering customers—it is about taking ownership and getting problems resolved.