Customer Service Manager (Remote)

About the role

RYG Ingenieria is seeking a full‑time Remote Customer Service Manager to lead its customer support function. You will be responsible for delivering high‑quality assistance, driving satisfaction, and shaping processes that enhance the overall customer journey.

Key responsibilities

• Oversee daily customer support operations and monitor service level targets.
• Design and implement process improvements to boost satisfaction and efficiency.
• Analyse feedback and performance metrics, preparing regular reports for leadership.
• Collaborate with cross‑functional teams to resolve recurring issues and align service practices with company goals.
• Coach, train, and evaluate remote team members through regular check‑ins and performance reviews.
• Handle escalations, conflict resolution, and complex customer inquiries calmly and effectively.

Required profile

• Strong customer‑focused background with proven success in improving the customer experience.
• Experience leading remote or distributed teams and using digital collaboration tools.
• Excellent written and verbal communication skills.
• Bachelor’s degree in Business, Management, Communications, or related field, or equivalent practical experience.

Required skills

• Proficiency with CRM systems.
• Experience using ticketing platforms.
• Familiarity with customer feedback tools.
• Ability to work with digital collaboration tools for remote team management.