Customer Service Manager

5 days ago

Ortigas Metro Manila, Philippines Remote Scale Consulting Full time ₱1,200,000 - ₱2,400,000 per year

Job Title: Customer Support Manager

Department: Customer Support

Reports To: Customer Experience Manager

We are seeking an experienced Customer Support Manager to lead and grow our customer support function. You will be responsible for managing day-to-day support operations, overseeing a team of agents, and ensuring we deliver world-class service across all customer touchpoints. As we scale, you'll play a critical role in shaping support strategies, implementing best practices, and optimizing workflows using tools like Intercom to deliver efficient and personalized customer experiences.

Key Responsibilities

●      Team Leadership: Hire, train, coach, and motivate a high-performing team of customer support agents.

●      Support Operations: Oversee support delivery across email, live chat (Intercom), phone, and social mediachannels.

●      Performance Management: Define, track, and report on KPIs including customer satisfaction (CSAT), first contact resolution (FCR), average response time, and agent productivity.

●      Process Improvement: Identify opportunities to streamline workflows, automate repetitive tasks, and leverage Intercom's features (e.g., bots, macros, knowledge base) for efficiency.

●      Customer Insights: Analyze customer feedback, escalations, and interaction data to identify root causes of recurring issues and partner with product/ops teams to implement solutions.

●      Knowledge Management: Continuously improve resources such as FAQs, knowledge bases, help guides, and self-service options.

●      Cross-Functional Collaboration: Work closely with product, engineering, and marketing teams to resolve issues quickly and proactively communicate solutions to customers.

●      Compliance & Standards: Ensure all support operations adhere to company policies, SLAs, and industry best practices.

Requirements

●      Experience: 3+ years managing a customer support team in a fast-paced environment.

●      Tools: Strong knowledge of customer support systems, ideally Intercom (required); familiarity with other CRM/helpdesk tools is a plus.

●      Leadership: Proven ability to build, lead, and mentor teams with a focus on coaching and performance development.

●      Customer-First Mindset: Passion for delivering an exceptional customer experience.

●      Analytical Skills: Data-driven approach to decision-making and continuous improvement.

●      Communication: Excellent written and verbal communication skills; able to distill complex issues into simple, customer-friendly messaging.

●      Adaptability: Tech-savvy and comfortable adopting new systems and processes.

●      Education: Bachelor's degree in business administration or related field preferred.

Why work with us?

We are a fast-growing, innovative company with a strong global presence and an expanding support hub in the Philippines. We believe in building a supportive, close-knit team culture where open communication and collaboration are valued.

●      Career Growth: We prioritize promoting from within, offering clear pathways for progression into senior roles.

●      Empowered Team: You'll have autonomy to shape support operations, implement best practices, and make a direct impact on the customer journey.

Culture:We value integrity, transparency, and teamwork — you'll be part of a group that grows together and celebrates success.

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