Customer Service Manager

Salary: Up to $3,200 USD/month 
Remote – LATAM-based candidates only

TalentCross is hiring a Customer Service Manager for one of our US-based SaaS clients. This company empowers creators and brands to bring their ideas to life through a global manufacturing platform — producing custom products (apparel, accessories, packaging, and more) with speed, quality, and flexibility.

This is a mid-priority leadership role where you’ll elevate the customer support function, ensuring every client interaction is seamless, professional, and impactful.

About the Role

• Lead and manage the customer service team to deliver world-class support.

• Oversee daily operations, ensuring timely and effective resolution of customer inquiries.

• Manage escalations, coaching, service metrics, documentation, retention, and process improvement.

• Develop and implement strategies to improve customer satisfaction and retention.

• Collaborate cross-functionally with sales, production, fulfillment, and suppliers.

• Train, mentor, and evaluate team members to drive performance.

Requirements

• 5+ years in customer service/customer experience and at least 2 years leading a team.

• Proven leadership skills with experience managing customer service teams.

• Strong communication abilities to handle escalations and guide customers effectively.

• Excellent spoken English and confidence handling demanding US customers.

• Strong ownership, empathy, accountability, and problem-solving ability.

• Comfort working cross-functionally with sales, production, fulfillment, or suppliers.

• Experience with CRM tools (HubSpot, Salesforce, or similar).

• Remote setup: Laptop (8GB+ RAM), stable internet (20+ Mbps), noise-canceling headset.

Compensation

• Working range: $2,200–$3,200/month base.

• Flexible for exceptional talent.

• Full-time, independent contractor role.