Customer Service Manager

About the role

Sorso Wellness Water is seeking a Customer Service Manager to lead its remote customer support team. You will be responsible for shaping the overall customer experience and driving continuous improvement across all service touchpoints.

Key responsibilities

• Lead and oversee daily customer service operations, managing a remote team.
• Develop and improve processes, workflows, and standards, monitoring KPIs such as response time and satisfaction.
• Handle escalated issues, oversee product, installation, warranty, and service inquiries.
• Collaborate with Sales, Operations, and Technical Support to enhance the customer journey.
• Provide regular reports, insights, and recommendations to management.

Required profile

• 4–5+ years of experience in a customer service leadership role.
• Proven ability to manage and train a customer service team.
• Strong communication, organization, and problem‑solving skills.
• Professional written and verbal English proficiency (B2+).
• Must be located in Colombia and able to work independently in a remote setting.

Required skills

• Experience with CRM and customer service platforms.

What we offer

• $2,500 USD per month.
• Fully remote, full‑time position.
• Opportunity to lead and shape the Customer Service department of a growing wellness brand.