Customer Service Manager

3 weeks ago

Manila, National Capital Region, Philippines Remote VA Full time

Job Title: Customer Service Manager

Location: Remote

Job Type: Full-Time

We are seeking an experienced and proactive Customer Service Manager to lead and optimize our eCommerce subscription business's customer support operations. This role requires strong leadership skills, extensive experience in customer service management, and a strategic mindset to enhance customer satisfaction and retention. The ideal candidate will have outstanding written and verbal English communication skills, with a proven ability to manage complex customer interactions in a fast-paced environment.

Responsibilities:
  • Lead, train, and mentor a team of customer service agents to deliver exceptional support.
  • Identify and implement solutions to address the root cause of recurring customer issues, ensuring long-term resolution and improved processes.
  • Develop and maintain customer service SOPs to drive efficiency and consistency.
  • Provide timely and effective support to customers via email and chat.
  • Oversee customer issues related to website functionality, account management, subscriptions, orders, and payments.
  • Manage and monitor the end-to-end order fulfillment process to ensure accuracy and timely delivery.
  • Utilize internal tools and systems such as Shopify, Recharge, Rebuy, and Gorgias CRM to manage customer interactions and resolve inquiries.
  • Collaborate with internal teams to align customer service strategies with marketing, product, and fulfillment initiatives.
  • Create and manage detailed performance reports using data analytics tools to identify trends and implement improvements.
  • Develop and maintain self-service resources such as help center articles and FAQs to empower customers.
  • Stay informed about new product releases and feature updates to provide accurate information to customers.
  • Ensure all customer interactions are handled professionally, positively, and in alignment with company values.
Qualifications:
  • Bachelor's degree in Business Administration, Communications, or related field.
  • Minimum of 5 years experience in customer service management, ideally in an e-commerce or subscription-based environment.
  • Proven leadership experience with a track record of managing and coaching customer support teams.
  • Strong technical aptitude with the ability to quickly learn new tools and platforms.
  • Proficiency in CRM systems (Gorgias preferred) and e-commerce platforms (Shopify).
  • Experience with subscription management platforms such as Recharge is a plus.
  • Strong problem-solving skills with the ability to implement strategic solutions for recurring issues.
  • Excellent communication, interpersonal, and conflict resolution skills.
  • Experience working with Microsoft Office Suite and Google Workspace tools.
  • Analytical mindset with experience using data tools to track performance and identify areas for improvement.
  • Ability to work independently and collaboratively within a team environment.
  • Demonstrated ability to manage multiple priorities in a fast-paced environment.
#J-18808-Ljbffr

  • Customer Service Manager

    3 weeks ago

    Manila, National Capital Region, Philippines JPMorganChase Full time

    OverviewJoin to apply for the Customer Service Manager (APAC) - Mandarin/Japanese/Korean role at JPMorganChase.As a Customer Service Manager (Individual Contributor) in Wealth Management, you will be the primary point of contact for our participants. You will provide exceptional customer service and share your knowledge of our products and services to...

  • Customer Service Manager

    2 weeks ago

    Manila, National Capital Region, Philippines DTN Full time ₱59,000 - ₱830,000 per year

    For decades, DTN has been the silent force behind some of the world's most critical industries—helping businesses navigate complexity, uncertainty, and risk with smarter, faster decisions. From agriculture to energy to weather intelligence, our proprietary Operational Decisioning Platform transforms raw data into decision-grade insights—enabling...

  • Customer Service and Logistics Manager

    23 hours ago

    Manila, National Capital Region, Philippines Robert Walters Full time ₱1,500,000 - ₱3,000,000 per year

    Job SummaryThis Customer Service and Logistics Manager oversee end-to-end operations across logistics, warehousing, transportation, and customer service. This role ensures seamless execution of supply chain strategies, optimizes operational efficiency, and drives customer satisfaction through effective management of 3PL partners and internal teams.Scope of...

  • Customer Service Operations Manager

    2 weeks ago

    Manila, National Capital Region, Philippines beBeeSupport Full time ₱450,000 - ₱600,000

    As a leader in customer service, you will play a crucial role in developing and overseeing our support operations. This position is responsible for managing day-to-day support tasks, guiding support specialists, and ensuring exceptional client and user experiences.Responsibilities:Supervise, mentor, and develop a team of customer support specialists to...

  • Senior Customer Service Manager

    2 weeks ago

    Manila, National Capital Region, Philippines beBeeCustomer Full time ₱33,500 - ₱38,500

    Job Title: Client Care/Service Team LeadJob Overview:Our organization seeks a skilled and experienced professional to manage customer escalations, provide exceptional service, and resolve issues efficiently.The ideal candidate will possess excellent communication and problem-solving skills, with the ability to handle high-pressure situations and work...

  • Customer Service

    3 weeks ago

    Manila, National Capital Region, Philippines Metrobank Full time

    OverviewThe roles take on client concerns without compromising the bank's policies and procedures. These require knowledge and expertise in managing branch operations, product sales, customer channels, and/or cash-handling transactions. The various positions expect the candidate to promote great customer experience in various activities, including...

  • Customer Service

    3 weeks ago

    Manila, National Capital Region, Philippines Creathink Solutions Full time

    Join our client's dynamic and rapidly growing car rental company, they are committed to providing exceptional service to their customers. They are seeking a Remote Administrative/Customer Service Representative to join their team. This remote position offers flexibility and the opportunity to work from the comfort of your own home.Responsibilities:Assist the...

  • Customer Service

    1 week ago

    Manila, National Capital Region, Philippines Global Offshore Strategic Solutions Incorporated Full time ₱50,000 - ₱530,000 per year

    Administration/Inbound & Outbound Call Specialist Permanent WFHSalary: PHP 50,000 per month (inclusive of PHP 3,000 de minimis benefit)About the RoleA trusted Australian plumbing services business providing fast, reliable, and professional plumbing solutions. We are looking for a proactive and customer-focused Inbound & Outbound Call Specialist to join our...

  • Customer Service Representative

    2 weeks ago

    Manila, National Capital Region, Philippines iConnect Convergence Inc. Full time $104,000 - $130,878 per year

    Company DescriptioniConnect Convergence Inc. (iCONN), established in 2013, is a fully owned subsidiary of ABS-CBN Corporation, dedicated to providing exceptional customer service and relationship management. With over 10 years of experience, iCONN has expanded its services to non-ABS-CBN clients, offering innovative Customer Experience solutions globally....

  • Customer Service Leader

    2 weeks ago

    Manila, National Capital Region, Philippines Coins Full time

    We are seeking an experienced and strategic Customer Service Director to lead our global customer service organization. The ideal candidate will be responsible for developing and executing customer service strategies that drive customer satisfaction, loyalty, and operational excellence across all support channels. Key Responsibilities:Strategic...