Team Manager

3 weeks ago

Santa Rosa, Philippines Head X Group Full time

The Opportunity:

We are seeking a highly skilled and proactive Team Manager to join our world-class Customer Experience (CX) team. This is a critical role responsible for leading and developing a high-performing team, ensuring consistent achievement of service levels and customer satisfaction, and continuously enhancing our phone support processes. We are looking for a self-managed leader who is passionate about customer satisfaction and fostering a culture of excellence.

In the last 2 years, we've grown this brand from $0 to multi-8-figure revenue and now need a driven and knowledgeable leader to join us in taking our customer experience to the next level.

So, What Should You Expect if You Join Us ?

  • One of the world's fastest-growing and most innovative DTC brands (we've hit multiple 8-figure revenues in 2 years.)
  • Highly experienced founders team (multiple successful projects, with over $700M+ in collective experience).
  • Great self-improvement-driven culture of top A-players in their respective fields. Think of us as a Major League sports team.
  • We're here to perform and have a great time while doing it.
  • We push each other to become better versions of ourselves. 100% remote and micromanagement-free. Because if we need to micromanage you, this is not a place for you.

Job Responsibilities :

  • Operational Excellence: Establishing and monitoring key performance indicators (KPIs) to ensure consistent achievement of service levels and customer satisfaction.
  • Quality Assurance: Implementing robust quality control processes to maintain high service standards and identify areas for improvement.
  • Process building: Leveraging data and insights to refine Phone Support processes and enhance the overall customer experience.
  • Team Leadership: Building and mentoring a high-performing team, fostering a culture of excellence, innovation, and customer-centricity.
  • Training: Be the main point of contact for developing & training new joiners for the role.
  • Documentation & Reporting: Document all team activities and outcomes to maintain clear records and identify trends.
  • Feedback Loop: Provide clear, actionable feedback to relevant teams and leadership to help improve processes and prevent future negative online sentiment.

????Core Skills and Competencies :

  • Exceptional Verbal and Written Communication in English
  • Emotional Intelligence and Empathy
  • Critical Thinking and Problem-Solving Mindset
  • Proficiency with Customer Service Tools and Analytics Platforms

Your Experience:

  • 2+ years in a similar team leadership, customer service management, or operations role with a focus on customer satisfaction.
  • Proven track record of improving and maintaining high service levels and customer satisfaction.
  • Proficiency with customer service tools, analytics platforms, and quality assurance systems is a must.
  • Preference for candidates with experience in the US e-commerce market.
  • Outstanding command of the English language, both written and spoken.
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