Customer Service Manager

remote-vaRemote — Davao Region, Philippines

Remote Full-time

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Experience Level

Manager

Qualifications

Qualifications: Bachelor's degree in Business Administration, Communications, or a related field. At least 5 years of experience in customer service management, particularly within an e-commerce or subscription-based environment. Demonstrated leadership experience with a proven ability to coach and manage customer support teams. Strong technical aptitude with a quick learning curve for new tools and platforms. Proficient in CRM systems (Gorgias preferred) and e-commerce platforms (Shopify). Experience with subscription management platforms like Recharge is advantageous. Exceptional problem-solving skills with a proactive approach to implementing solutions.

About the job

Job Title: Customer Service Manager

Location: Remote

Job Type: Full-Time

Join our dynamic team at remote-va as a Customer Service Manager! In this pivotal role, you will spearhead the enhancement of our eCommerce subscription business's customer support operations. We are looking for a proactive leader with a strategic approach to elevate customer satisfaction and retention rates. Your exceptional command of the English language, both written and verbal, will be crucial as you navigate complex customer interactions in a fast-paced environment.

Key Responsibilities:

Lead, train, and mentor a team of customer service agents to ensure top-notch support.
Identify and implement solutions addressing the root causes of recurring customer issues for long-term resolution.
Develop and maintain customer service SOPs to promote efficiency and consistency.
Deliver timely and effective support to customers via email and chat.
Handle customer inquiries related to website functionality, account management, subscriptions, orders, and payments.
Oversee the entire order fulfillment process ensuring accuracy and timely delivery.
Utilize internal tools such as Shopify, Recharge, Rebuy, and Gorgias CRM to effectively manage customer interactions.
Work collaboratively with internal teams to align customer service strategies with marketing, product, and fulfillment initiatives.
Generate and manage detailed performance reports using data analytics tools to identify trends and implement improvements.
Create and maintain self-service resources, including help center articles and FAQs, to empower customers.
Stay updated on new product releases and feature updates to provide accurate information to customers.
Ensure all customer interactions are conducted professionally and in line with company values.

About remote-va

At remote-va, we are dedicated to providing outstanding eCommerce solutions that cater to our customers' needs. Our commitment to excellence drives us to continuously improve our services and support systems.

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Customer Service Manager

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