Customer Service Manager

14 hours ago

Pasig, Philippines Bold Business Full time

Job Summary We're hiring an experienced, hands‑on Customer Service Manager to lead a remote team supporting a well‑known U.S. e‑commerce retailer. You'll own day‑to‑day operations, performance, and process excellence across Gorgias and Shopify, ensuring fast, empathetic resolutions and consistently high CSAT. This role requires a builder who can coach remote agents, tighten SLAs, and optimize tools/automation for scale. Key Responsibilities Lead, coach, and schedule a remote team of agents; run standups, QA reviews, and 1:1s. Own KPIs: Process Rate, Contact Rate Backlog, QA score, etc. Handle escalations; implement performance improvement plans and recognition programs. Design and enforce SOPs for email/chat/voice to improve speed and consistency. Maintain accurate ticket categorization/tagging and reporting; drive root‑cause analysis to reduce repeat contacts. Partner with eCommerce Ops on surge plans (promos, drops, holidays). Expert in Gorgias: set up and manage the helpdesk, including rules, macros, response goals (SLAs), admin users/permissions, views, SLAs, rules, integrations (e.g., Shopify). Build dashboards for real‑time visibility; publish weekly scorecards and insights. Oversee order edits, replacements, refunds, exchanges, discounts, returns flows; collaborate with payments/fulfillment to resolve WISMO/parcel issues quickly. Monitor sentiment and trends; partner with Merch/Marketing/Logistics to prevent issues before they happen. Maintain and update the knowledge base; ensure consistent tone and policy application. Qualifications 5+ years in e‑commerce customer service with 2+ years managing remote teams. Expert in Gorgias: set up and manage the helpdesk, including rules, macros, and response goals (SLAs). Expert in Shopify: can handle all customer orders, including processing refunds, exchanges, and official returns (RMA). Results focused: proven history of improving customer happiness and managing the team to optimize time to deliver. Data‑driven: comfortable analyzing performance using dashboards and detailed reports in Google Sheets/Excel. What We Offer 100% remote work set‑up and work–life balance. Competitive pay. Direct impact on customer happiness. Growth opportunities: join a rapidly expanding team. Supportive team: benefit from comprehensive training, continuous support from supervisors, and oversight from the eCommerce operations lead. About Bold Business Bold Business is a U.S.–based global business process outsourcing (BPO) firm with over 25 years of experience and $7B+ in client engagements. We help fast‑growing companies scale through smart talent strategies, automation, and technology‑driven solutions. #J-18808-Ljbffr

  • Customer Service Manager

    4 weeks ago

    Pasig, Philippines One Point Contact Inc. Full time

    Responsibilities Oversee the customer service team to ensure high-quality support. Develop and implement customer service policies and procedures. Monitor customer interactions and feedback for continuous improvement. Train and mentor staff to enhance skills and productivity. Manage escalated customer issues and resolve complaints effectively. Analyze...

  • Customer Service Manager

    2 weeks ago

    Pasig, National Capital Region, Philippines JuanHand Full time ₱1,500,000 - ₱3,000,000 per year

    Wefund is the leading fintech cash lender in the Philippines and owns the online lending platform called JuanHand. JuanHand has over 65 million downloads and disburses over 3.5 billion pesos of loans monthly. Wefund is a subsidiary of Finvolution Group, one of the biggest fintech companies in Asia with a USD27billion loan book. Finvolution is a publicly...

  • Customer Service Manager

    2 weeks ago

    Pasig, National Capital Region, Philippines Wefund Lending Corp. Full time ₱3,600,000 - ₱42,000,000 per year

    Wefund is the leading fintech cash lender in the Philippines and owns the online lending platform called JuanHand. JuanHand has over 65 million downloads and disburses over 3.5 billion pesos of loans monthly. Wefund is a subsidiary of Finvolution Group, one of the biggest fintech companies in Asia with a USD2...

  • Customer Service Manager

    4 weeks ago

    Pasig, Philippines Cepat Kredit Financing Inc. Full time

    On-site - Pasig | 3-5 Yrs Exp | Bachelor | Full-time Job Description Employee Recognition and Rewards Government Mandated Benefits Oversee and monitor all customer service-related concerns on a monthly basis. Monitor internal collection activities and ensure timely reporting each month. Track and evaluate customer feedback and suggestions to improve...

  • Customer Service Manager Job

    4 weeks ago

    Pasig, Philippines Arkema Full time

    Mission Details HSE • Zero accident• APE/ECU availment once a year• SOSubmittal1/month or12/year; ensure all CSS' submission of the same• 100% attendance & participation to HSE talks/initiatives CUSTOMER INTIMACY • Collaborate and communicate information (e.g., market information, customer insights, trends,etc.) to stakeholders across the business...

  • Customer Service Manager Job

    4 weeks ago

    Pasig, Philippines The Arkema Group Full time

    Select how often (in days) to receive an alert: HSE • Zero accident• APE/ECU availment once a year• SOSubmittal1/month or12/year; ensure all CSS' submission of the same• 100% attendance & participation to HSE talks/initiatives CUSTOMER INTIMACY • Collaborate and communicate information (e.g., market information, customer insights, trends,etc.) to...

  • Customer Service

    3 days ago

    Pasig, National Capital Region, Philippines Wefund Lending Corp. Full time ₱600,000 - ₱1,200,000 per year

    We seek a Customer service representative focusing on servicing our customers with their questions and complaints. We are looking for a team member who can manage multiple service channels at a time and work with all departments to ensure we grow as a company and  improve our products for our customer.This role is part of a team driven by a passion for...

  • Tax Customer Service Manager

    3 weeks ago

    Pasig, Philippines MCI Full time

    LOCATION Manila, PHJOB TYPE Full-TimePOSITION OVERVIEW MCI is a leading Business Process Outsourcing (BPO) company that specializes in delivering tailored solutions to meet the diverse needs of our clients. With a commitment to excellence and a focus on innovation, we have established ourselves as a trusted partner in the industry. If you are a highly...

  • Customer Service

    3 days ago

    Pasig, National Capital Region, Philippines Wefund Lending Corp. Full time ₱900,000 - ₱1,200,000 per year

    The Customer Service Team Leader will provide guidance and management to the team and keeps management updated on team performance. Communicates concerns and policies among management and team members.ResponsibilitiesMonitoring performance of Customer Service agents.Creating an inspiring team and working environment with an open communication to all...

  • Customer Service Manager

    3 weeks ago

    Pasig, Philippines JuanHand Full time

    JuanHand, Pasig, National Capital Region, Philippines Overview Wefund is the leading fintech cash lender in the Philippines and owns the online lending platform JuanHand. JuanHand has over 65 million downloads and disburses over 3.5 billion pesos of loans monthly. Wefund is a subsidiary of Finvolution Group, a leading fintech company in Asia. Wefund...