Customer Service Manager (Remote)

About the role

Cheezee Global provides payment solutions across international markets such as India, Brazil, Thailand and Indonesia, and its team works remotely. The Customer Service Manager is a full-time, remote position leading and optimising customer support operations, overseeing customer service teams, setting performance standards and ensuring timely resolution of inquiries across multiple channels.

Key responsibilities

• Monitor service quality, analyse feedback and support data, and implement improvements to boost customer satisfaction and retention.
• Coach team members and develop and update support procedures.
• Collaborate with product and operations teams on customer-impacting issues and keep internal stakeholders informed.
• Create reporting dashboards and manage escalations.
• Contribute to customer-centric strategies aligned with the company's payment solutions.

Required profile

• Bachelor's degree in Business, Communications or a related field, or equivalent practical experience.
• Experience managing remote or distributed customer service teams is beneficial.
• Background in payments, fintech or related digital services, especially in international or emerging markets, is a plus.

Required skills

• Customer service management and customer support, including building processes and metrics for customer experience and loyalty.
• Analytical skills to interpret support data and identify trends.
• Excellent written and verbal communication.
• Ability to handle escalations, prioritise tasks and decide quickly in a fast-paced environment.
• Experience with ticketing or CRM platforms (e.g. Zendesk, Salesforce, Freshdesk) is beneficial.