Customer Service Manager

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Lead, mentor, and develop a team of Customer Service Representatives/Agents.

• Establish performance expectations and evaluate both individual and team performance.

• Conduct one-on-one meetings, performance assessments, coaching sessions, and team gatherings.

• Identify training and development needs while addressing performance deficiencies.

• Assist with the hiring, onboarding, and training processes for new team members.

• Oversee daily customer service operations, ensuring adequate coverage and staffing.

• Monitor customer inquiries, escalations, response times, resolution times, and service levels.

• Manage complex or high-priority customer escalations effectively.

• Develop and sustain customer service processes, procedures, and standards.

• Identify inefficiencies and implement operational enhancements.

• Establish and track key performance indicators (KPIs) such as CSAT, response time, resolution time, SLA achievement, first-contact resolution, ticket volume, and productivity.

• Analyze performance data, trends, recurring issues, and opportunities for improvement.

• Conduct quality assessments and provide constructive feedback.

• Prepare performance reports and share insights with leadership.

• Collaborate with Product, Operations, Engineering, Sales, Finance, and other teams to address recurring customer issues.

• Relay customer feedback and trends to internal stakeholders.

• Build and enhance knowledge bases, FAQs, workflows, and customer service documentation.

• Identify opportunities for automation and process optimization.

• Establish scalable processes as the customer service organization expands.

⛳️ Requirements

• 3–5+ years of experience in customer service, with a minimum of 1–2 years in a supervisory or management capacity.

• Proven experience in managing, coaching, and developing customer service teams.

• Strong understanding of customer service operations and performance management principles.

• Experience working with customer service KPIs and metrics.

• Excellent problem-solving and escalation management abilities.

• Outstanding written and verbal communication skills.

• Strong organizational skills with the capability to manage multiple priorities effectively.

• Proficient in using customer service platforms, ticketing systems, CRM tools, and reporting/analytics tools.

• Keen attention to detail and a customer-first approach.

• Ability to make informed decisions in a fast-paced environment.

• Preferred: experience managing a high-volume customer support operation.

• Preferred: experience with SaaS, technology, e-commerce, marketplaces, or other fast-paced customer-facing businesses.

• Preferred: experience with platforms such as Zendesk, Salesforce, Intercom, Gorgias, Freshdesk, or similar.

• Preferred: experience managing remote or distributed customer service teams.

• Preferred: experience in workforce planning, scheduling, forecasting, or capacity management.

• Preferred: experience implementing customer service process improvements or automation.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional growth and development.

• Comprehensive health and wellness benefits.

• Flexible work arrangements and a supportive work environment.

• Employee discounts and perks.