Job Title: Customer Service Manager

 

About the Company:

Our Client operates in the e-commerce sector, focusing on delivering customer satisfaction through efficient service and innovative solutions.

 

Job Description:

The Customer Service Manager will lead and oversee the customer service team, ensuring high-quality service and operational excellence during peak seasons. This role involves managing staff, performance metrics, and customer escalations while collaborating with various departments.

 

Responsibilities:

• Build and Lead the Team: Hire, onboard, and train customer service reps.

• Manage Scheduling: Create and manage weekly schedules for coverage.

• Ensure Quality Service: Monitor performance and provide ongoing coaching.

• Handle Escalations: Resolve high-priority customer issues efficiently.

• Communicate Critical Issues: Flag urgent issues to management and engineering teams.

• Monitor Site & Accessibility: Regular checks on website functionality and compliance.

• Own Performance Metrics & Budget: Oversee the budget and drive key metrics.

 

Required Experience and Qualifications:

• 3–5+ years of customer service management experience in e-commerce or subscription businesses.

• Experience managing a team of 10+ remote reps, preferably in the Philippines.

• Excellent English communication skills, both written and spoken.

• Experience with customer service platforms (Zendesk, Gorgias, Freshdesk, Intercom).

• Data-driven approach to managing KPIs like FRT, CSAT, and SLA.

• Skilled in hiring, onboarding, training, and scheduling for remote teams.

• Strong understanding of DTC operations, including returns and exchanges.

 

Preferred Skills:

• Ability to build Standard Operating Procedures (SOPs) and efficient workflows.

• Great communication skills with engineering, logistics, and leadership teams.

• Calm, organized, and proactive during high-volume periods, especially Q4.

 

Personality:

• Strong leadership capabilities.

• Proactive and results-oriented mindset.

• Excellent organizational skills.

 

Software & Tools:

• Proficient in customer service platforms like Zendesk, Gorgias, Freshdesk, Intercom.

 

English Level:

C2

 

Schedule:

9 AM - 1 PM EST

 

Salary and Benefits:

Payment in USD or Local Currency according to candidate’s preference.