Customer Service Manager

1 week ago

Work from Home, Philippines EcoBuild and Green Attic Full time $70,000 - $120,000 per year

Job Description: Customer Experience Manager (Remote)

Location: Remote (Overseas candidates welcome)

Reports To: CEO

Compensation: Based on experience; competitive with performance-based bonus structure

Schedule: Full-time (some overlap with US Central Time required)

About Green Attic

Green Attic is a fast-growing, sustainability-driven construction company specializing in energy efficiency upgrades for homes and businesses. As we scale from $6M to $20M in revenue, we're building a best-in-class customer experience team to support rapid growth and operational excellence.

About the Role

We're looking for a highly detail-oriented, process-driven Customer Experience Manager who can lead and develop a small team of remote CS reps and own our inbound lead funnel. This role combines customer service, systems thinking, lead pipeline management, and KPI accountability — all within the framework of EOS (Entrepreneurial Operating System).

You'll be our customer's first point of contact, own the customer journey from inquiry to handoff, and report weekly at EOS Level 10 meetings. You must be organized, tech-savvy, calm under pressure, and obsessed with delivering excellent service.

Key Responsibilities

  • Team Leadership: Manage and coach two customer service reps; conduct weekly check-ins and performance reviews.
  • Lead Management: Oversee and optimize the lead funnel (from HubSpot, Jobber, Dialpad, and social channels).
  • Process Optimization: Build and document SOPs for inbound lead handling, appointment setting, follow-ups, and task management.
  • KPI Ownership: Track and report on key metrics; use data to hold team accountable and improve performance.
  • Tech & Systems: Maintain accurate CRM data in HubSpot and Jobber; implement task workflows in ClickUp; manage comms in Google Workspace.
  • EOS Reporting: Attend weekly Level 10 meetings, present KPI dashboard, and own Rocks as assigned.

Ideal Candidate Has:

  • 3+ years in a customer service leadership role (remote or on-site)
  • Experience managing CRMs and support tools like HubSpot, Dialpad, or Jobber
  • Proven success in lead management or inside sales support
  • Excellent written and verbal communication (English fluency required)
  • Strong organizational and project management skills (ClickUp or similar)
  • Experience building and tracking KPIs and SOPs
  • Familiarity with EOS is a big plus

Job Type: Full-time

Work Location: Remote

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