Senior Customer Service Operations Lead

2 days ago

Marikina City, National Capital Region, Philippines beBeeLeadership Full time $70,000 - $95,000
Customer Service Leadership Role

We are seeking a skilled Customer Service Manager to lead our eCommerce subscription business's customer support operations with exceptional leadership skills, extensive experience in customer service management, and a strategic mindset.

About the Job:
  • This is a senior-level position that requires a strong background in customer service, leadership, and operational management.
Key Responsibilities:
  1. Team Development: Train and mentor a team of customer service agents to deliver outstanding support, provide coaching and feedback to improve performance.
  2. Operational Efficiency: Develop and maintain Standard Operating Procedures (SOPs) to drive efficiency and consistency across the team.
  3. Customer Support: Provide timely and effective support via email and chat channels, escalating complex issues to ensure resolution.
  4. Issue Resolution: Oversee customer issues related to website functionality, account management, subscriptions, orders, and payments, collaborating with internal teams as needed.
Requirements:
  • Bachelor's degree in Business Administration or Communications.
  • 5+ years experience in customer service management, preferably in e-commerce or subscription-based environment.
  • Proven leadership experience with a track record of managing and coaching teams, driving results through strategic planning and execution.

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