Remote Customer Service Manager

About the role

The Customer Service Manager is a key member of the Customer Excellence Team, providing operational account management and ensuring the smooth functioning of clients' Intix software solutions used for payment and securities transaction monitoring.

Responsibilities

• Act as the single point of contact for daily operations.
• Oversee incident resolution, manage risks, and coordinate service activities, changes, and capacity planning.
• Gather customer feedback to drive continuous improvement.
• Share product updates and align services with client strategies.
• Establish strategic relationships with key contacts.
• Lead governance meetings and support service performance reviews and pre-sales efforts.

Requirements

• Bachelor's degree in IT, Economics, Finance, or related fields.
• 5+ years of experience in customer service, preferably in software or finance sectors.

Skills

• Proficiency with customer service software, CRM tools, and Microsoft Office.
• Excellent communication skills in English.
• Solution-oriented, autonomous, and capable of managing multiple priorities in a dynamic environment.
• Focus on delivering high-quality service.