Customer Service Project Manager

Remote

Full Time

Manager/Supervisor

Job Summary

In this role, you will be responsible for leading key projects that elevate the customer experience, improve internal processes, and drive team efficiency. You’ll manage cross-functional initiatives across support, operations, product, and logistics to ensure we’re delivering seamless and scalable customer service at every touchpoint. This is a hands-on, detail-driven role for a systems thinker who thrives on solving problems, managing timelines, and moving things forward—fast.

Key Responsibilities

Project & Process Management

Lead customer service initiatives from planning through execution, including system upgrades, team workflows, FAQ optimization, and support tooling
Define project scopes, create timelines, assign owners, and manage progress toward key milestones
Identify and implement process improvements that increase resolution speed, quality, or satisfaction
Own SOP documentation and rollout of new tools, policies, or tech stack changes

Cross-Functional Collaboration

Partner closely with Customer Experience, Ops, Product, and Tech teams to align priorities and problem-solve
Act as the internal point of contact for all support-related projects, ensuring timely updates and communication
Coordinate with international support vendors or BPOs, as applicable

Data & Reporting

Track and report progress on support metrics related to project impact (e.g., resolution time, CSAT, ticket volume)
Identify trends, flag blockers, and share insights that drive continuous improvement

Qualifications

3–5 years of experience in project management, customer service operations, or a similar role
Proven ability to lead cross-functional projects from kickoff to completion
Strong organizational skills and attention to detail; excels at prioritizing and managing timelines
Excellent written and verbal communication skills
Experience working with customer service platforms (Zendesk, Gorgias, etc.) and project management tools (Asana, Monday.com, or similar)
Passion for customer experience and operational excellence
Bonus: experience working with e-commerce, DTC, or consumer goods brands
Nice to have: experience with ClickUp & Notion.

This is a remote position.

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Do you have at least 3 years of experience in project management, customer service operations, or a similar role?*

Have you led cross-functional projects from start to finish, including planning, execution, and tracking results?

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Describe a time you implemented a process improvement in customer service that failed or didn’t go as planned. What did you learn and what would you do differently?*

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