Service Excellence Director

2 days ago

Mandaue City, Central Visayas, Philippines beBeeLeader Full time $60,000 - $80,000
Leadership Role

We are seeking a talented leader to elevate our customer support teams and drive exceptional service for e-commerce brands.

This role is ideal for someone with a strong background in people management and operational excellence. The successful candidate will have a proven track record of guiding teams toward success, motivating employees, and promoting a positive work culture.

The ideal candidate will be a results-driven leader who excels in managing KPIs, attendance, and performance with precision. They will have a strong command of English, both written and spoken, and experience working in a fast-paced customer service environment.

Responsibilities:
  • Lead and monitor the performance of assigned agents to ensure key performance indicators are consistently met or exceeded.
  • Conduct regular coaching sessions and offer personalized guidance to help team members succeed.
  • Evaluate performance bi-annually and recommend opportunities for growth, promotions, or recognition.
  • Promote a positive, supportive, and high-performance culture.
Requirements:
  • Minimum 3 years of leadership experience in a customer service environment.
  • Proven background in e-commerce customer service (Shopify, BigCommerce, or Amazon experience is a plus).
  • Strong command of English, both written and spoken.
  • Familiarity with support tools like G Suite, Zendesk, Freshdesk, Intercom, or Gorgias.
  • Track record in managing KPIs, attendance, and performance with precision.

Key Benefits: This role offers an exciting opportunity to work with a dynamic team and contribute to the growth of our business.

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