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 shape logistics operations, optimize team performance, and drive service excellence. From customer onboarding to cargo transportation, you will ensure every stage of the customer care journey runs efficiently and aligns with business goals. Your leadership will have a direct impact on customer satisfaction, operational efficiency, and 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 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 and Execution: Set the strategic direction for customer care operations, drive process improvements, and execute efficiency initiatives that support overall logistics performance.
• Team Leadership and Development: Lead, inspire, and develop a high-performing team of customer care professionals and team leaders; manage team structure, resource allocation, and seasonal workforce planning.
• Performance Monitoring and Optimization: Track and optimize KPIs across the customer care division, using data-driven insights to improve performance, efficiency, and onboarding satisfaction.
• Cross-Functional Collaboration: Partner with Sales, Business Development, and Key Accounts to align customer care strategies with broader business objectives and ensure seamless collaboration.
• Customer Experience Excellence: Enhance service quality by analyzing customer feedback and market trends, implementing initiatives that strengthen customer satisfaction and loyalty.
• Logistics Operations Oversight: Oversee logistics-related activities, including cargo transportation, ensuring compliance with operational standards, timelines, and 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 in MS Office and digital tools to analyze data and manage workflows.

We Offer

We always have a challenge for those looking for one. If complex, large-scale, and impactful projects excite you, we might be just the right fit for you. With us, you will enjoy:

Career opportunities:Many of our managers have started in entry-level positions at Girteka Group, and as many as 30% of our colleagues move up the career ladder every year.

Learning and development:We continuously invest in a wide variety of internal and external courses, seminars, mentoring, leadership programs, and offer language courses.

Health and well-being: We care about how our colleagues feel and we offer them comprehensive health insurance. We also foster a community of gym-goers and athletes. You’ll find free fruit and snacks in our kitchenettes and lounges.

Collaborative culture: : We believe that the power of teamwork and social connection enables us to achieve exceptional results. Working in international teams, we strive toward the company’s goals together, sharing experiences and celebrating our joint successes.

Rewards and recognition: Rewards on work anniversary occasions and values-based behavior, days off during your birthday, and holiday gifts are included. Team-building events, various initiatives, and like-minded clubs. Access to exclusive discounts from our partners.