Customer Service Manager

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

📋 Description

• Lead and nurture a team of team leaders managing a remote customer service staff of 50, establishing clear performance benchmarks and promoting high performance under pressure.

• Collaborate closely with the Customer Experience and QA teams to optimize the customer journey, enhance processes, and implement automation initiatives, ensuring that insights from the customer service team and their frontline experiences directly influence these efforts.

• Gather and assess customer feedback (e.g., surveys, reviews) in conjunction with the Customer Experience team to pinpoint pain points and discover opportunities to improve the overall experience.

• Monitor and enhance essential service metrics, such as Net Promoter Score (NPS), customer satisfaction, and customer effort score, to elevate service quality throughout the team.

• Partner with marketing, product, and technology teams to ensure alignment of all customer touchpoints (website, booking platform, support) with customer needs and expectations.

• Craft communication strategies to enhance how customers receive information regarding delivery updates, service interruptions, and issue resolutions.

• Spot opportunities to implement new services, tools, or processes that improve the customer experience, collaborating with relevant teams to bring these ideas to fruition.

• Assist in initiatives aimed at providing customers with educational materials (e.g., how-to guides, FAQs) to enhance self-service options and decrease the reliance on support.

• Coordinate with courier partners (DHL, FedEx, UPS) to ensure they deliver services that meet or exceed customer expectations.

⛳️ Requirements

• At least 10 years of experience in customer service.

• Minimum of 7 years in a customer service management position, including direct oversight of large teams (40-50+ direct reports).

• Demonstrated experience working in a fast-paced, high-volume, high-pressure environment.

• A decisive and sharp decision-maker with outstanding critical thinking and problem-solving abilities.

• A history of contributing to process improvement, optimization, or automation projects.

• Experience working with both consumer and business customers is advantageous.

• A friendly and professional demeanor—enjoyment in interacting and building relationships with customers is essential.

• Strong communication skills, both written and verbal.

• Good diplomatic skills when addressing customer inquiries and complaints.

• A minimum typing speed of 40 wpm.

• Proficient in English, both written and verbal.

• Experience in the parcel delivery, logistics, or e-commerce sectors is a plus, though not required.

🏝️ Benefits

• An opportunity to join a rapidly growing, highly innovative tech company as it expands into the US and Europe.

• A genuine chance to influence our technology, processes, and strategies as we evolve.

• Remote-first work environment—no commuting, work from anywhere with a reliable internet connection.

• A vibrant and fast-paced workplace.

• Opportunities for career advancement and development within the organization.

• Competitive salary with performance-based bonuses.

• Comprehensive benefits package, including health insurance, pension plans, and additional perks.

• Continuous professional development and training opportunities.