Senior Customer Experience Leader

6 days ago

Sorsogon, Bicol, Philippines beBeeCustomerService Full time $60,000 - $90,000

Are you looking for a career opportunity that allows you to make a real impact in customer satisfaction and retention?

We are seeking an experienced Customer Service Manager to lead and optimize our eCommerce subscription business's customer support operations.

About the Role

This is a unique chance to work with a talented team and contribute to the growth of our business. As a Customer Service Manager, you will be responsible for leading a team of customer service agents, identifying and implementing solutions to address recurring customer issues, and developing customer service SOPs to drive efficiency and consistency.

You will also oversee customer issues related to website functionality, account management, subscriptions, orders, and payments, as well as manage and monitor the end-to-end order fulfillment process to ensure accuracy and timely delivery.

We utilize internal tools and systems such as Shopify, Recharge, Rebuy, and Gorgias CRM to manage customer interactions and resolve inquiries. Collaboration with internal teams is essential to align customer service strategies with marketing, product, and fulfillment initiatives.

As a key member of our team, you will have the opportunity to create and manage detailed performance reports using data analytics tools to identify trends and implement improvements. Additionally, you will develop and maintain self-service resources such as help center articles and FAQs to empower customers.

Your role will involve staying informed about new product releases and feature updates to provide accurate information to customers. Ensuring all customer interactions are handled professionally, positively, and in alignment with company values is crucial for this position.

Requirements
  • 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.

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