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Remote Support Manager

We are looking for a dedicated and solution-oriented Remote Support Manager to join our team. In this role, you will be the direct manager of our Remote Support team, taking responsibility for high service quality, smooth processes, and a professional customer experience worldwide.

At Cleveron, we provide our clients with innovative, comprehensive robotic and parcel locker solutions, coupled with user-friendly software and global after-sales service. We ensure a first-class e-commerce customer experience for the end consumer while helping business clients automate their operations. Our work doesn’t end when a parcel locker is installed—for the remote support team, that’s where it begins. We resolve approximately 84% of issues remotely directly from Estonia, ensuring our clients’ systems in over 50 countries run flawlessly every single day.

What will your role be in our team?

  • Managing the daily operations and resource planning for a 13-member shift-based team, while supporting team members in their professional development and goal achievement
  • Managing and continuously developing Customer Service Management (CSM) procedures on the ServiceNow platform, ensuring that the documentation and guidelines for services and processes in your area of responsibility are always up to date
  • Ensuring service quality and SLA (Service Level Agreement) compliance, continuously monitoring response times, and preparing monthly overviews and reports
  • Professionally resolving critical escalations and complex customer inquiries
  • Developing and implementing new work procedures, troubleshooting guidelines, and customer portal enhancements
  • Participating in the pricing of remote support services in collaboration with other After-Sales department managers
  • Working closely with other internal teams (R&D, service network) to contribute to the continuous improvement of products and services

What skills do we expect from you?

  • 4+ years of experience managing a remote support, IT support, or similar team
  • A strong understanding of Service Level Agreements (SLAs), escalation management, the customer inquiry lifecycle, and service quality measurement
  • Previous experience with work management systems; hands-on experience with ServiceNow, CSM, or CRM platforms is a strong advantage
  • Excellent written and spoken English and Estonian skills
  • High decision-making and responsibility capacity, independence, and strong problem-solving skills
  • Excellent communication skills and a growth-oriented mindset

What we offer you?

  • The opportunity to solve exciting and meaningful challenges from Estonia, while impacting the movement of millions of parcels worldwide
  • The chance to build new systems and processes, directly impacting how we scale our customer support globally
  • One week of paid extra vacation in addition to the standard annual leave
  • A flexible and supportive work environment
  • Diverse opportunities for professional growth
  • Supportive and engaging team events
  • A values-based work culture focusing on Teamwork, Ownership, Clear Focus, and Systematic Quality

How to apply?

Please submit a short answer to the following question—either in writing or as a video—along with your CV:

  • What is your experience with ticketing and customer support platforms (e.g., ServiceNow, Jira, etc.)? Give an example of a situation where you initiated or implemented a process improvement that made your team’s work more efficient.

Apply now

Application deadline: May 25, 2026.

Location: Viljandi or Tallinn office (Ülemiste City). As the remote support team members are located in both offices, working from the Tallinn office will require occasional travel to Viljandi. Traveling between the two offices is convenient—you can easily take the train or use the company’s pool cars.

Please note that we review all candidates’ public online profiles during the final round.

If you’d like to join our team, we encourage you to apply as soon as possible. We review applications on a rolling basis and may close the search earlier than planned once we find the right fit for our team.

After submitting your application request, you will receive a confirmation email indicating that your application data has been successfully received. Uploading the video may take a few minutes — please do not close your web browser until you see the confirmation message. If you do not receive this confirmation email, please contact us at kandideerimine@cleveron.com.