Customer Service Manager

This is a remote position.

Position Summary: Whip is seeking a Customer Service Supervisor / Manager to lead and develop a high-performing, remote support team serving our rental car platform. This role will oversee agents based in Mexico City, ensuring consistent, high-quality customer experiences across inbound calls, SMS communication, and operational coordination (including towing and roadside support).

This is a hands-on leadership role ideal for someone who thrives in fast-paced, operational environments and is comfortable managing both customer interactions and real-time logistics.

Essential Duties and Responsibilities (include, but are not limited to the following):

Team Leadership & Performance Management

• Manage, coach, and develop a team of remote customer service agents
• Monitor daily performance across calls, SMS, and case handling
• Conduct regular 1:1s, QA reviews, and performance evaluations
• Drive accountability around KPIs such as response time, resolution time, and customer satisfaction

Customer Support Oversight

• Ensure timely and effective handling of inbound calls and SMS conversations
• Act as an escalation point for complex or high-risk customer issues
• Maintain a high standard of professionalism and customer experience across all channels

Dispatch & Vendor Coordination

• Oversee communication with tow vendors and roadside assistance partners
• Ensure timely dispatching and resolution of towing and roadside events
• Troubleshoot breakdowns in vendor communication or service delivery

Operations & Process Improvement

• Identify workflow inefficiencies and implement process improvements
• Help build and refine SOPs for customer service and dispatch operations
• Partner with internal teams (claims, billing, fleet) to ensure seamless issue resolution

Reporting & Accountability

• Track and report on team performance metrics and operational KPIs
• Use data to identify trends, gaps, and coaching opportunities
• Ensure proper documentation and use of internal systems (CRM, spreadsheets, etc.)

Qualifications Required

• 3+ years of experience in customer service, with at least 1–2 years in a supervisory or management role
• Experience managing remote or offshore teams
• Strong background in high-volume support environments (calls + messaging)
• Experience with dispatching, logistics, or coordinating vendors (strong plus)
• Highly organized with strong problem-solving and decision-making skills
• Comfortable working with spreadsheets, CRM tools, and SMS platforms

Skills and Abilities

• A proactive, hands-on leader who can operate independently
• Strong communicator who can manage across cultures and time zones
• Someone who thrives in ambiguity and can build structure where needed
• Calm under pressure with strong escalation management skills
• Process-oriented, but flexible enough for a fast-moving startup environment

Work Environment

A typical work environment includes desktop computing work using typical desktop computing equipment (laptop, keyboard, mouse, monitors, desk, chair) in an office environment and/or remote workspace environment.

Physical Demands

• Ability to sit and use typical desktop computing workspace equipment - e.g. mouse, keyboard, monitor, phone - for extended periods of time.
• Manual dexterity to operate a typical desktop computing workstation.
• Ability to communicate both verbally and in writing, using virtual meeting and communication tools such as email, Google Meet, and Slack.

Salary: $8.00 - $12.00 per hour (depending on experience)