Customer Service Manager at SF Express - Remote Job Position

Company Overview

SF Express is a leading global logistics and delivery provider, renowned for its innovative technology platforms and commitment to superior customer service. With a network spanning over 200 cities worldwide, SF Express delivers time‑critical shipments for businesses and consumers alike. The company’s culture emphasizes continuous improvement, data‑driven decision making, and a customer‑first mindset.

Position Summary

The Customer Service Manager (Remote) will lead the design and execution of customer experience initiatives that enhance satisfaction, loyalty, and operational efficiency. Reporting to the Director of Customer Experience, this role will develop strategies, map journeys, and analyze feedback to drive measurable improvements across all touchpoints.

Key Responsibilities

• Develop and implement a comprehensive customer experience strategy aligned with SF Express’s business objectives.
• Conduct customer journey mapping to identify pain points and opportunities for service enhancement.
• Lead feedback analysis and synthesize insights from surveys, support tickets, and social media.
• Coordinate user research activities, including interviews, usability testing, and focus groups.
• Define, track, and report on key metrics and KPIs such as CSAT, NPS, first‑contact resolution, and average handling time.
• Collaborate with cross‑functional teams—operations, product, technology, and marketing—to translate insights into actionable improvements.
• Mentor and coach a remote team of customer service representatives, fostering a culture of accountability and continuous learning.
• Prepare executive‑level presentations that communicate performance trends, strategic recommendations, and ROI of initiatives.

Required Qualifications

• 0 to 10 years of experience in customer service, experience design, or related fields.
• Demonstrated expertise in customer experience strategy and customer journey mapping.
• Proven ability to conduct feedback analysis and translate data into actionable plans.
• Hands‑on experience with user research methodologies.
• Strong analytical skills with a track record of defining and managing metrics and KPIs.
• Excellent written and verbal communication skills, capable of influencing senior leadership.
• Self‑motivated and comfortable working independently in a fully remote environment.

Required Education

Post‑graduate degree (Master’s or equivalent) in Business Administration, Marketing, Human‑Centered Design, or a related discipline.

Desired Skills

• Familiarity with CRM platforms such as Salesforce or Zendesk.
• Experience with data visualization tools (e.g., Tableau, Power BI).
• Knowledge of agile project management practices.
• Certification in Customer Experience Management (CCXP) or similar.
• Multilingual abilities, particularly Mandarin or Cantonese, are a plus.

Compensation & Benefits

The position offers a competitive salary range of $60,000 to $130,000 annually, commensurate with experience and qualifications. Additional benefits include:

• Health, dental, and vision insurance.
• 401(k) plan with company match.
• Generous paid time off and holidays.
• Professional development stipend.
• Flexible remote work policy and home office allowance.

How to Apply

Interested candidates should visit the SF Express Careers portal, locate the “Customer Service Manager – Remote” posting, and submit a current resume along with a cover letter outlining relevant experience and achievements. Applications will be reviewed on a rolling basis.