Job Description

The Job Title: Customer Service Manager Location: Remote / Hybrid Type: Full-Time Reports To: Director of Operations / Co-Founder The Mission We are hiring a Customer Service Manager to ensure our industrial clients receive exceptional support, communication, and problem resolution throughout the lifecycle of our Smart Factory and RTLS projects. This role is critical in maintaining client satisfaction, building trust, and supporting retention and expansion across our strategic accounts. You will serve as the primary post-sale contact for clients, working closely with delivery, engineering, and sales to manage client communications, track issues, and ensure we deliver consistently excellent service. Your Responsibilities Client Relationship Management Act as the main point of contact for all customer service inquiries across active and past engagements Build and maintain strong relationships with operations managers, plant personnel, and technical stakeholders at client sites Understand client-specific configurations, history, and expectations to deliver context-aware support Issue Management & Resolution Log, prioritize, and track incoming client issues and service requests Coordinate with technical and delivery teams to ensure timely resolution Escalate complex issues when needed and keep clients informed of progress throughout Service Quality & Continuous Improvement Monitor service levels and response times to ensure we meet or exceed SLAs Proactively identify recurring issues and work with internal teams to improve root causes Capture client feedback and contribute to service improvement initiatives Internal Collaboration & Reporting Maintain clear documentation of client interactions, issues, and resolutions in the CRM or support platform Provide regular status updates and insights to operations leadership Collaborate with the delivery and sales teams to ensure a seamless client experience Performance Measurement Client satisfaction scores and feedback Response and resolution times Retention and renewal rates of supported accounts Reduction of recurring support issues over time Qualifications 4–6 years of experience in customer service, account management, or client success (preferably in B2B, industrial, or technical services) Exceptional communication, problem-solving, and interpersonal skills Strong organizational skills with the ability to manage multiple client relationships and requests simultaneously Familiarity with CRM tools (e.g., HubSpot, Salesforce) and support ticketing systems Ability to understand and communicate basic technical concepts clearly and confidently Comfortable operating in a fast-moving, cross-functional team environment Bonus: Experience working with manufacturing, logistics, or industrial operations clients This is a high-impact role at LocaXion where you’ll have a direct influence on customer satisfaction, operational continuity, and long-term client relationships. You’ll be the voice our customers trust and the internal advocate they rely on. Show more Show less