Overview:
We are looking for a seasoned Customer Service Manager to lead and optimize customer support operations across multiple e-commerce brands.
We are looking for the following specific requirements:
- 7+ years of CS Management experience (E-commerce/DTC preferred).
- Proven track record of managing multiple teams or brands simultaneously.
- Exceptional written and verbal English skills.
- Deep familiarity with Zendesk (knowing how it should work to support a team).
Your responsibilities will include (but are not limited to):
- Strategic CS Leadership: Own the support experience for several distinct brands. You’ll be responsible for maintaining brand-specific voices, ensuring quality across teams, and keeping everything organized.
- Workflow Architecture: You don’t need to be a Zendesk developer, but you must be a Zendesk Expert. You should know exactly how to leverage the platform (triggers, automations, views, and reporting) to make our teams faster and more effective. You’ll direct our technical team on what to build to achieve your goals.
- E-Commerce Operations: Manage the complexities of product-based support, including fulfillment logistics, tracking issues, and returns. You should be comfortable navigating the backend of e-com platforms to find answers.
- High-Level Communication: You will interface with clients and partners regularly. Your English must be exceptional, professional, and clear.
- Process Improvement: Constantly audit our workflows. If you see a recurring customer pain point, you have the autonomy to propose and implement a solution.
Technical Requirements:
- Main and Back up computer
- Minimum i5 processor
- Main and backup internet
- Minimum 25 Mbps
- Noise-canceling headset
- Webcam
Perks:
- Paid PH holidays after 3 months
- Attendance incentives after 3 months
- Referral bonuses
- Performance appraisal
- Prepaid health and wellness card after 6 months