Customer Service Manager

If you have/are…

• Data-driven and results-oriented
• An avid learner
• An entrepreneurial mindset – ownership, courage, “if not me, then who?”
• Purpose-driven and motivated to make an impact
• An empathetic, reliable leader
• Curious about AI and automation of customer journey and user experience
• 2+ years of work experience in customer service, preferably with managerial/leadership experience and working with metrics such as CSAT and Response Time
• Experienced with Gorgias, Lazada chat, and Shopee chat (strong preference not required)
• Experience in AI/automation, human centered design, and eCommerce sales/marketing are a plus but not required. Additional bonuses are experience with Meta Business Manager, Lazada/Shopee Seller Center, Slack, and Canva.
• A great sense of humor

…we think you’d be a great candidate for this role.

You can expect to be accountable for the following:

• Scale customer service operations across digital channels, providing the right solutions to all customer questions while providing consistent and excellent customer service
• Build, train, and empower our customer service team of A-players. You will manage 2 Customer Service Specialists, empowering them with the right tools and setup to efficiently solve customer issues and inquiries
• Develop, refine, and monitor Customer Service KPIs such as Response Time, CSAT, and Resolution Time
• Seek out the right data to identify trends and opportunities to improve, transforming these into high-impact, efficient action items
• Analyze and evaluate any improvements made, ensuring the right metrics are maintained and improved
• Coordinate with eCommerce, offline sales, and brand teams to ensure follow through of brand campaigns, both by flagging potential high ticket volume mechanics (i.e. confusing to customers) and ensuring CS Specialists are equipped with the right information and spiels
•  Manage and monitor yearly customer service budget
• Design project plans and work with stakeholders to gain buy-in and commitment
• Attend fully funded additional trainings, seminars, and courses as needed. Provide trainings to team where appropriate

Work setup and expectations

• Remote work, in-office or in-person meetings as necessary (average 2-3 times a month). Offices are in Sucat, Paranaque and near Eastwood, Libis QC
• Flexi-time – work when you want, where you want as long as you drive results and you are responsive to messages M-F 9am-6pm
• Output-based but expected to attend all required meetings (within 9-6pm)
• Punctuality with deadlines, projects, and meetings
• Start date: strong preference before April 1, 2023 but negotiable