Customer Service Manager

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

📋 Description

• Lead and continually enhance RYZE’s global customer experience.

• Supervise daily operations of the contact center across all customer support channels.

• Establish team objectives and expectations while mentoring team members to enhance performance, engagement, accountability, and growth.

• Conduct individual meetings, performance evaluations, and developmental discussions.

• Foster a collaborative, supportive, and high-performance team culture.

• Address underperformance through improvement plans, follow-ups, and documented progress.

• Direct escalations and complex customer situations towards timely, policy-compliant resolutions.

• Communicate departmental priorities, performance expectations, operational changes, and company updates.

• Collaborate with Team Leads and customer service leaders to ensure alignment.

• Monitor service-level agreements, quality standards, schedules, workflows, and procedures.

• Assess staffing requirements and coverage plans based on business demand and peak periods.

• Identify operational gaps, customer pain points, and opportunities for workflow improvements.

• Lead customer service projects from planning to execution.

• Handle sensitive, high-impact, or complex customer issues.

• Track and analyze response times, resolution times, productivity, quality, CSAT, and NPS.

• Utilize performance data and customer insights to identify trends and inform coaching priorities.

• Develop action plans and monitor measurable improvements.

• Present performance updates, operational insights, risks, and recommendations to senior leadership.

• Ensure performance decisions are consistent, documented, and supported by data.

• Collaborate with Training, Quality, and Operations teams on onboarding, education, and employee development.

• Maintain practices for coaching, quality assurance, performance management, and knowledge sharing.

• Work cross-functionally to enhance policies, tools, and internal processes.

• Support the implementation and adoption of new systems, workflows, and customer service initiatives.

• Stay updated on customer service trends, emerging technologies, and operational practices.

⛳️ Requirements

• High school diploma or equivalent required; a bachelor’s degree is preferred.

• Minimum of five years of customer service leadership experience, ideally within a contact center, outsourced, or multi-location setting.

• Proven success in leading customer service teams and managing daily operations in a high-volume environment.

• Strong experience in performance management, coaching, employee development, and team engagement.

• Demonstrated ability to lead projects, optimize processes, and enhance workflow efficiency.

• Excellent analytical skills and experience in utilizing performance data and customer insights to inform decisions.

• Outstanding written and verbal communication skills, including the capability to present recommendations clearly to leadership.

• Strong organizational abilities with a knack for managing competing priorities and seeing projects through to completion.

• A resourceful and adaptable leadership style suited for a fast-paced and evolving organization.

• Experience in working cross-functionally and managing relationships with internal stakeholders and external partners.

• Proficiency with customer service platforms, workforce tools, and CRM systems such as Zendesk, Gorgias, or similar platforms.

🏝️ Benefits

• Eligibility for performance bonuses.

• Equity opportunities as the company grows.

• Health, dental, and vision benefits.

• 401(k) plan with matching contributions.

• Flexible paid time off (PTO).

• A fully remote work environment.

• Opportunity to build and shape RYZE’s in-house customer service operation.

• Chance to work directly alongside the CEO in developing a generational company.