Customer Service Manager

4 days ago


Work from Home, Philippines MUVR Full time

Position Overview

We're seeking a Customer Service Manager to lead our support operations and ensure exceptional experiences for customers, providers, and partners. You will oversee a team of Team Leads and Customer Support Representatives, drive SLA compliance, and serve as the escalation point for high-risk or sensitive cases.

Key Responsibilities

  • Lead, coach, and develop Team Leads and Customer Support Representatives.
  • Define, monitor, and achieve SLA and CSAT targets across all support channels.
  • Serve as escalation manager for complex, high-value, or compliance-sensitive cases.
  • Partner with Workforce Management (WFM) on forecasting, scheduling, and volume planning.
  • Review QA reports and drive continuous improvement in communication, compliance, and resolution quality.
  • Work cross-functionally with Ops, Product, and Central Ops to resolve systemic issues and influence process/policy changes.
  • Build reporting dashboards to track team performance and surface insights to leadership.
  • Drive initiatives to reduce escalations, improve retention, and increase trust in Muvr support.

Job Type: Full-time

Pay: Php Php1,000.00 per day

Benefits:

  • Work from home

Work Location: Remote



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