Customer Service Manager

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

📋 Description

• The Customer Service Manager plays a pivotal role in leading the following functional teams:

• 1. Customer Support Team

• 2. System Administrators

• 3. Data Migration Team

• They are primarily accountable for ensuring the prompt and effective resolution of customer inquiries and issues.

• This position entails overseeing daily support operations, managing escalations, and upholding performance standards in accordance with SLAs.

• The Customer Service Manager will also engage in coaching and mentoring staff, providing structured training programs, and fostering continuous improvement initiatives throughout the support function.

• Collaboration with cross-functional teams—including Developers, Sales, and Customer Success—is essential to guarantee a consistent and seamless customer experience.

⛳️ Requirements

• At least 5 years of experience in customer service or support operations, ideally within a SaaS or technology setting.

• 2 to 3 years of experience in a leadership role, managing support teams and driving performance aligned with KPIs and SLAs.

• Proven track record in handling escalations, incident management, and coordinating across functions.

• Demonstrated expertise in coaching, training, and enhancing team performance and service processes.

🏝️ Benefits

• Permanent work-from-home arrangement.

• No weekend shifts required.

• Rapid career advancement and development opportunities through internal promotions.

• PHP 100,000 medical coverage for 2 dependents.

• Dental and optical benefits included.

• Equipment provided by the company.

• Access to virtual games, events, and lunch outings.