Customer Service Manager

Customer Service Manager

Company: Canaan Creative

Job Type: Full-Time

Location: United States

Workplace Type: Remote

Department: Customer Experience / Customer Support

About Canaan Creative

Canaan Creative is a technology company known for its work in blockchain computing, cryptocurrency mining hardware, and high-performance computing solutions. The company develops and delivers technology products designed to support digital asset mining and related computing applications.

Position Overview

Canaan Creative is seeking a customer-focused and results-oriented Customer Service Manager to lead customer support operations, enhance customer satisfaction, and build scalable service processes across the United States.

The successful candidate will oversee daily customer service activities, manage support team performance, resolve escalated customer issues, and collaborate with sales, technical support, logistics, and product teams to deliver a consistent and high-quality customer experience.

This remote position requires strong leadership, excellent communication skills, operational discipline, and the ability to manage customer relationships in a fast-paced technology environment. The ideal candidate will be committed to continuous improvement, customer retention, and operational excellence.

Key Responsibilities

• Customer Service Operations: Oversee daily customer support activities, ensuring timely, accurate, and professional responses to customer inquiries across email, phone, live chat, and other support channels.
• Team Leadership: Lead, coach, and develop customer service representatives, establish performance expectations, and promote a customer-first culture.
• Customer Satisfaction: Monitor customer feedback, satisfaction scores, and service quality indicators to identify improvement opportunities and strengthen customer relationships.
• Escalation Management: Handle complex customer complaints, service disruptions, product concerns, and other escalated cases, ensuring appropriate resolution and follow-up.
• Service Process Improvement: Develop and implement standardized customer service procedures, response guidelines, escalation protocols, and quality assurance practices.
• Cross-Functional Collaboration: Work closely with sales, technical support, product management, logistics, and operations teams to resolve customer issues and improve service delivery.
• Performance Monitoring: Establish and track key performance indicators, including first response time, resolution time, customer satisfaction, case backlog, and service level performance.
• Customer Relationship Management: Build strong relationships with customers, distributors, resellers, and business partners to support customer retention and long-term loyalty.
• Product and Technical Support Coordination: Coordinate the resolution of product-related questions, hardware troubleshooting requests, warranty claims, and service inquiries in collaboration with technical specialists.
• Knowledge Management: Maintain customer service documentation, frequently asked questions, troubleshooting resources, and internal knowledge bases to improve response consistency.
• Reporting and Analysis: Prepare regular reports on service performance, customer trends, recurring issues, and operational risks, providing actionable recommendations to management.
• Remote Team Coordination: Manage workflows, communication, scheduling, and performance accountability across a distributed customer service team.

Qualifications

• Bachelor’s degree in Business Administration, Communications, Management, or a related field; equivalent professional experience may be considered.
• Proven experience in customer service management, customer support operations, customer success, or service delivery.
• Demonstrated ability to lead, coach, and motivate customer service teams.
• Strong problem-solving, conflict-resolution, and decision-making skills.
• Excellent written and verbal communication skills in English.
• Experience managing customer escalations and resolving complex service issues.
• Familiarity with customer relationship management systems, ticketing platforms, and customer service reporting tools.
• Strong organizational skills and the ability to manage multiple priorities in a remote work environment.
• Ability to analyze service metrics, identify operational gaps, and impleme…