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)
Apply To This Job
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)
Apply To This Job