Customer Service Team Manager (Remote)

About Us:

We are a leading product company based in Moldova, specializing in software solutions tailored for the American trucking industry, particularly focusing on Electronic Logging Devices (ELD). With over three years in the tech sector, we have built a reputation for innovation and excellence in back-end, front-end, and mobile development.

Role Overview:

We are looking for an experienced and strategic Customer Service Manager to join our team. This is a critical role, as we are expanding our focus on delivering exceptional support and building processes from scratch to serve the unique needs of the ELD market in the U.S. trucking industry. The ideal candidate should have a proven ability to design and implement complex workflows and be comfortable building customer service frameworks from the ground up.

Key Responsibilities:

• Process Development: Design and implement robust customer service processes tailored to the complexities of the ELD and U.S. trucking market.
• Team Leadership: Recruit, train, and manage a high-performing customer service team, fostering a culture of excellence.
• Cross-Department Collaboration: Work closely with other departments to align customer service objectives with overall business goals.
• Customer Advocacy: Act as the primary liaison for customer feedback, identifying pain points and opportunities for improvement.
• Performance Monitoring: Track and analyze key metrics to ensure continuous improvement in service quality.
• Escalation Management: Resolve complex customer issues promptly and professionally, ensuring customer satisfaction.
• Training Development: Create training materials and conduct workshops to equip team members with industry-specific knowledge.
• Strategic Communication: Organize and lead quarterly strategy meetings with internal stakeholders to align on objectives.

Requirements:

• Fluency in Russian and conversational English is mandatory.
• Bachelor’s degree in business administration or a related field.
• At least three years of experience in customer service or a similar leadership role.
• Strong knowledge of process design and implementation in complex environments.
• Familiarity with the U.S. trucking and ELD industry is a significant advantage.
• Proven ability to build processes from scratch and lead teams in a fast-paced environment.
• Exceptional organizational and project management skills.
• Experience in SaaS environments is a plus.
• Proficiency in Microsoft Office Suite.
• Outstanding communication and interpersonal skills.
• The ability to work according to USA time zones is a strong plus.

How to Apply:

Send your application via LinkedIn or email at careers@hora-services.md