Customer Service Manager

Main Responsibilities

• Coordination of the CS International team and prioritization of daily activities;
• Definition, implementation, and monitoring of SLAs and workflows;
• Analysis of ticket volumes, recurring causes, and proposing concrete solutions;
• Main point of contact between CS, Ops, IT, Finance, and Sales;
• Management of sensitive situations and escalations from clients;
• Active involvement in onboarding large clients and special projects (marketplace, automations, integrations);
• Supporting team development: feedback, coaching, structuring responsibilities;
• Direct contribution to improving external and internal communication.

Requirements

• Relevant experience in Customer Service, preferably in logistics/e-commerce;
• Experience in team or project coordination;
• Advanced English level;
• Good analytical, structuring, and decision-making skills;
• PRACTICAL work style, focused on solutions, not intermediation.

Benefits

• Lunch tickets and bonuses;
• Hybrid program;
• Professional and dynamic environment;
• Holiday pay;
• Experience in a stable field;
• Ongoing professional development and training.