Customer Service Team Manager

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

📋 Description

• Manage, coach, and develop Account Managers to ensure optimal performance and client satisfaction.

• Conduct training sessions, performance evaluations, and regular feedback discussions.

• Oversee the onboarding process for new clients and provide system training (ServiceSync WOM).

• Assist in the recruitment and interviewing process for the team.

• Maintain professionalism and uphold strong communication standards with clients across the team.

• Oversee the delivery of repair and maintenance services for multiple clients.

• Serve as the escalation point for client issues, ensuring timely resolutions.

• Lead monthly client meetings and conduct ongoing client check-ins.

• Review client feedback and identify opportunities for service enhancement.

• Collaborate with Sales (solutions and pricing) and Accounting (billing accuracy and escalations).

• Strengthen client relationships and identify upselling or growth opportunities.

• Support the execution of work orders and address account management needs.

• Manage vendor performance, expectations, and coordination effectively.

• Participate in after-hours on-call rotation as needed.

• Ensure quality assurance and compliance with service providers.

• Support the onboarding, vetting, and development of the vendor network.

• Lead or assist with operational improvement and business growth initiatives.

• Enhance workflows, processes, and service delivery standards.

• Address operational challenges with practical solutions.

• Monitor account manager performance and compliance with SLAs.

• Conduct weekly performance meetings with the team.

• Prepare monthly reports on operations and performance metrics.

• Support budgeting, cost control, and profitability objectives (15% margin goal).

• Maintain oversight of software/systems and participate in UAT testing.

• Provide leadership with updates on performance, client status, and financial metrics.

• Support strategic planning and initiatives for process improvement.

• Identify service gaps and recommend opportunities for business growth.

• Work closely with Accounting to ensure accurate billing and reporting.

⛳️ Requirements

• Exceptional English communication skills (both written and verbal).

• Experience in Facility Management, Repair & Maintenance, or a similar service industry is preferred.

• Strongly preferred background in Account Management, Client Success, or service delivery.

• Demonstrated leadership and people management capabilities.

• Experience collaborating with vendors, contractors, or service providers.

• Proficient in computer skills (MS Office, service platforms, and virtual tools).

• Comfortable leading Microsoft Teams client meetings.

• Ability to manage multiple accounts in a dynamic, fast-paced environment.

• Experience in sales or upselling is advantageous.

• Preferred experience includes:

• Facility management / repair and maintenance operations.

• Supervising or mentoring account managers.

• Service/work order management systems.

• Growth in client relationships / upselling.

• Roles that are client-facing in a virtual setting.

🏝️ Benefits

• HMO with one free dependent upon hire.

• Life Insurance coverage.

• 20 PTO credits annually.

• Cash conversion for vacation and sick leave.

• Annual performance-based merit increases and employee recognition.

• Great company culture.

• Opportunities for career growth and learning.

• Work-from-home setup, night shift options available.