Customer Care Unit Manager

Main Purpose of the Job

We are looking for a strategic and results-oriented leader to join our team as a Customer Care Division Manager. In this role, you will be responsible for shaping logistics operations, optimizing team performance, and driving service excellence. From customer onboarding to cargo transportation, you will ensure every aspect of the customer care process runs efficiently and aligns with our business goals. Your leadership will directly impact customer satisfaction, streamline operations, and contribute to the overall success of our logistics function.

This position is based in Tbilisi, Georgia, within Girteka Business Services (GBS) - a shared services center established in 2022 to support Girteka Group’s global expansion. By building a strong talent base in Georgia, GBS enhances Girteka’s operational capabilities across Europe and the Nordics. As part of this fast-growing organization, you will play a key role in driving operational excellence and strengthening our customer service strategy.

Your Responsibilities

• Strategic Planning & Execution: You’ll be responsible for setting the strategic direction for customer care operations, driving process improvements, and executing efficiency initiatives. Your strategies will directly contribute to the overall success of our logistics operations;
   
• Team Leadership & Development: As a leader, you will inspire and develop a high-performing team of customer care professionals and team leaders. You’ll oversee team structure, resource allocation, seasonal workforce planning, and ensure that leaders are trained in both operational processes and leadership best practices;
   
• Performance Monitoring & Optimization: You will monitor and optimize key performance indicators (KPIs) across all areas of the customer care division, ensuring we meet or exceed set goals. From loading/unloading performance to onboarding satisfaction, you will drive continuous improvement through data-driven decision-making;
   
• Cross-Functional Collaboration: Work closely with other teams, including Sales, Business Development, and Key Accounts, to align customer care strategies with business objectives. You’ll ensure that all departments are working together seamlessly to provide a cohesive and efficient customer experience;
   
• Customer Experience Excellence: Ensure the highest levels of customer satisfaction by developing initiatives to improve service quality. Analyze customer feedback and market trends to drive changes that will enhance customer relationships and loyalty;
   
• Logistics Operations Oversight: While customer care is at the heart of the role, you’ll also manage logistics-specific elements such as cargo transportation and ensure compliance with all key logistics standards and timelines. Your expertise will ensure that services are provided on time and in line with customer expectations;

Our expectations

• Professional Experience: 5+ years of leadership experience in customer service management, ideally within a logistics or transportation environment; at least 3 years of experience specifically in logistics operations.;
• Technical Expertise: Knowledge of logistics operations, including shipping, transportation, and cargo handling;
• Leadership Skills: Exceptional leadership abilities with a focus on team development, motivation, and performance management;
• Analytical Skills: Strong analytical skills to review KPIs, analyze feedback, and implement operational improvements that drive results;
• Language Proficiency: Fluent in English (spoken and written);
• Adaptability: Ability to adapt to changing needs in a fast-paced, dynamic environment;
• Collaboration: Excellent communication and interpersonal skills, with the ability to collaborate effectively with cross-functional teams;
• Technical Proficiency: Proficiency with MS Office and digital tools to analyze data and manage workflows.

We Offer

• Career opportunities: you will be able to grow along with us and create the career of your dreams.
• Learning and development: you will be able to grow by implementing interesting projects and by participating in internal and external training, seminars, and working sessions.
• Health and well-being: our company provides all the employees with health insurance with the possibility of choosing relevant program;
• Rewards and recognition: you will enjoy a day off during your birthday as well as holiday gifts. We reward our colleagues on the work anniversary occasions. We regularly organize team-building events as well as encourage various initiatives and like-minded clubs.
• Collaborative culture: We believe in the power of teamwork and people connection because we can only create value by achieving results together and supporting career advancement.
• Base monthly salary: The specific salary offered will depend on the candidate‘s experience, competencies displayed, and suitability to the requirements of the position.