Ecommerce Logistics Support Manager

1 week ago

Cagayan de Oro, Northern Mindanao, Philippines beBeeCustomerSupport Full time ₱1,852,000 - ₱2,560,000
Job Description

This role offers an excellent opportunity to join a team with real impact on customer satisfaction, operational efficiency, and brand reputation. The ideal candidate will have proven experience in managing customer support operations, driving initiatives to improve employee performance and customer relationships.

The Customer Support Manager will oversee and enhance the customer service operations, working closely with leadership to implement training programs, performance management strategies, and ensure the team is motivated and equipped to provide exceptional customer service.

  • Develop and implement training programs to enhance agents' skills, product knowledge, and customer service techniques.
  • Collaborate with leadership to recruit, onboard, and retain high-performing customer support agents.
  • Monitor performance metrics (e.g., customer satisfaction, issue resolution time) and identify trends to guide professional development initiatives.
  • Manage the performance review process, setting clear goals for team members and providing feedback to ensure continuous improvement.
  • Foster a positive team environment, ensuring employees feel motivated, valued, and recognized.
Required Skills and Qualifications

At least 5 years of experience in customer support management within a service-oriented industry, preferably in e-commerce or logistics.

Experience in managing multiple teams, strong leadership and mentoring skills, and the ability to inspire and develop talent.

Excellent communication and interpersonal skills.

Ability to work cross-functionally with operations and leadership teams.

Strong organizational and time management skills.

Experience with performance management, feedback, and employee development.

Familiarity with customer service software (e.g., Zendesk) and CRM systems.

Benefits

This is an opportunity to gain global experience, ownership, and leadership growth opportunities.

Work closely with leadership to address people's concerns, conflict resolution, and maintaining high morale within the team.

Assist with the development and implementation of retention strategies and career progression plans.

Others

The ideal candidate will have a passion for fostering a positive team culture and delivering excellent customer service.

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