Schedule: Full-time, aligned with Eastern Time business hours
Compensation: C$42,000–C$48,000 annually, based on experience and qualifications
The Opportunity
We are recruiting for an established Canadian residential real estate services company that manages relationships between property owners, residents, internal teams, and external service partners.
We are looking for a Customer Service Manager to directly manage a team of client-facing employees. You will be accountable for their workload, responsiveness, service quality, documentation, performance, and client-retention results.
This is a formal people-management position with direct reports—not a senior customer-service or individual-contributor role. Direct property-management experience is preferred but not mandatory. Strong managers from other recurring-service industries will be considered.
Key Responsibilities
- Directly manage, coach, and evaluate client-facing employees.
- Assign workloads and ensure employees understand their priorities and deadlines.
- Conduct regular one-on-one meetings, coaching, and performance reviews.




- Investigate missed commitments, repeated complaints, poor-quality work, and incomplete documentation.
- Create performance‑improvement plans and recommend reassignment or replacement when improvement does not occur.
- Ensure customer onboarding, scheduled check‑ins, and follow‑ups are completed.
- Identify dissatisfied or at‑risk clients and lead service‑recovery efforts.
- Monitor contract renewals and client‑retention activities.
- Oversee escalated concerns, overdue payments, and compliance‑sensitive matters.
- Coordinate service requests across internal departments and external partners.
- Hold employees and service partners accountable for their commitments.
- Ensure employees follow company systems, documentation standards, and escalation procedures.
- Evaluate whether performance problems are caused by workload, process, training, or individual performance.
- Produce report

📌 Customer Service Manager (Medellín)
🏢 Langford Staffing
📍 Medellín