Customer Support Leader

2 days ago

Manila, National Capital Region, Philippines beBeeCustomerServiceManager Full time ₱800,000 - ₱1,200,000

Job Title: Customer Service Manager

Location: Remote

Job Type: Full-Time

We are seeking an experienced and proactive leader to drive the customer support operations of our eCommerce subscription business.

Responsibilities:
  • Lead, train, and mentor a team of customer service agents to deliver exceptional support.
  • Identify and implement solutions to address recurring customer issues, ensuring long-term resolution and improved processes.
  • Develop and maintain customer service standards 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, 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.
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.

As a Customer Service Manager, you will be responsible for leading a team of customer service agents to deliver exceptional support to our customers. You will identify and implement solutions to address recurring customer issues, develop and maintain customer service standards, and provide timely and effective support to customers via email and chat. If you have a proven track record of managing and coaching customer support teams, we encourage you to apply for this exciting opportunity.

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