Customer service manager - in office only
Role Summary We are hiring a Customer Service Manager to own the performance, systems, and day-to-day execution of our customer support operation. This role manages a distributed team of approximately 15 agents across the Philippines and the United States. The manager is responsible for ensuring strong customer experience, operational efficiency, and alignment with company priorities. This is an operational leadership role. The right candidate is highly organized, comfortable managing remote teams, and capable of building workflows, automations, and AI-assisted processes that improve speed and quality of support. We are looking for someone ambitious, growth-oriented, and eager to take ownership of a critical customer-facing function.
Key Responsibilities
- Team Leadership
- Manage and develop a team of customer support agents across multiple time zones
- Set clear expectations, KPIs, and performance standards for the team
- Conduct regular performance reviews, coaching, and accountability management
- Recruit, onboard, and train new support agents as the team grows
- Customer Support Operations
- Oversee daily support activity across email, chat, and phone
- Monitor ticket queues and workload distribution to maintain service levels
- Escalate complex issues and coordinate with internal teams when necessary
- Workflow and Automation
- Design and improve support workflows, macros, and internal processes
- Implement automations that reduce manual work and improve response speed
- Continuously refine ticket routing, tagging, and knowledge base systems
- AI and Support Technology
- Implement and manage AI-powered customer support tools
- Build and improve AI agents that can resolve customer tickets automatically
- Metrics and Performance Management
- Own and manage the core support KPIs: First response time, Resolution time, CSAT (customer satisfaction score), Number of ticket touches per issue
- Cross-Team Coordination
- Work with operations, ecommerce, logistics, and product teams to resolve recurring issues
- Provide structured feedback on product issues, shipping problems, and customer pain points
- Ensure customer support insights inform business decisions
Required Qualifications
- Experience managing a remote customer support team
- Experience using Gorgias or similar helpdesk platforms
- Strong operational and organizational skills
- Ability to build and improve workflows, automations, and support systems
- Data-driven approach to performance management
- Strong problem-solving ability and good judgment
- Highly accountable with a strong ownership mindset
Preferred Qualifications
- Experience managing ecommerce customer support teams
- Experience supporting Amazon or marketplace-based businesses
- Experience implementing AI support tools or AI ticket agents
- Experience optimizing helpdesk automations and macros
- Familiarity with operational reporting and support analytics
- Experience scaling customer support operations