Unplugged UK is Hiring in South Africa a Remote Customer Service Manager
About Unplugged
We help busy people switch off. Unplugged offers unique off-grid cabins around the UK designed to help guests take a proper break from screens, work, and the general chaos of modern life. As we gear up to double our cabin count this year (without doubling the team), we’re building a calm, capable customer team that can scale with us, and we’d love you to be part of it.
The Role
We’re looking for a Customer Service Manager to join our fully remote team. You’ll be responsible for supporting, developing, and growing a team of three Customer Experience Associates based in the Philippines and Bulgaria. You’ll lead from the front – offering hands-on support to guests while guiding the team day-to-day.
This is a brilliant opportunity to help shape a support function at a fast-growing company. You’ll help us grow sustainably, bring in new team members when needed, and continually improve the way we serve our guests.
Key Responsibilities
Team Leadership
- Support, train, and develop a small remote team
- Run regular catch-ups and give thoughtful, constructive feedback
- Encourage a calm, empathetic, guest-first culture
Team Operations
- Manage the team’s rota and ensure solid coverage across shifts
- Approve holiday requests and manage shift swaps
- Help with hiring when we grow the team
Guest Support
- Be the first point of contact for guest escalations
- Jump in to support across all channels – live chat, phone, email, socials, SMS and
- Work occasional weekend shifts to support the team
Processes & Tools
- Help improve and document internal processes
- Keep our help content up to date and genuinely useful
- Assist with our upcoming move to Mews (our new PMS)
- Work with Google Sheets, Crisp, Slack, and other tools we rely on day-to-day
What We’re Looking For
- Experience managing a remote customer support team
- Strong written and verbal communication
- Able to juggle day-to-day support with longer-term improvements
- A calm head and a warm, people-first approach to problem solving
- Comfortable using tools like Google Sheets, Crisp, Slack, and ideally experience
- with Mews or similar property management systems
- Based in a time zone that overlaps well with the UK and your team
Why Join Unplugged
- Help shape how we support guests as we scale
- Be part of a values-driven business helping people properly rest
- Work remotely, with a collaborative and down-to-earth team
- Lots of autonomy and opportunity to grow
Job Type: Full-time
Pay: R370 000,00 – R460 000,00 per year
Application Question(s):
- Are you happy to work the occasional Saturday and Sunday?
- Share details of a recent customer support interaction you have provided, or received. What made it so great and why?
- What excites you about Unplugged and about this role?
- Do you have experience managing a remote support team? Please provide details.
Language:
- English (Required)
