Customer Service Manager

Role overview

We are looking for a seasoned and driven Customer Service Manager to oversee and improve customer support operations for an eCommerce subscription business. This position calls for strong people leadership, deep experience in customer service management, and a strategic approach to improving satisfaction and retention. The right candidate will communicate clearly and professionally in written and spoken English and handle complex customer situations confidently in a fast-moving environment.

Key responsibilities

• Guide, coach, and develop a customer service team so they consistently deliver high-quality support.
• Investigate repeated customer pain points, address the underlying causes, and improve processes for lasting fixes.
• Create, refine, and maintain standard operating procedures to support efficiency and consistency.
• Respond to customers promptly through email and chat with accurate, helpful support.
• Handle customer concerns involving the website, account access, subscriptions, orders, and payments.
• Supervise the full order fulfillment workflow to maintain accuracy and on-time delivery.
• Work with tools and platforms such as Shopify, Recharge, Rebuy, and Gorgias CRM to manage customer requests and resolutions.
• Coordinate with marketing, product, and fulfillment teams to keep service processes aligned with business goals.
• Prepare detailed performance reports using analytics tools to spot trends and drive improvements.
• Build and update help center content, FAQs, and other self-service materials that help customers find answers quickly.
• Keep up with new product launches and feature changes so customer guidance stays current and accurate.
• Ensure every customer interaction is handled with professionalism, positivity, and in line with company values.

Requirements

• Bachelor’s degree in Business Administration, Communications, or a related discipline.
• At least 5 years of experience in customer service management, preferably in eCommerce or subscription-based businesses.
• Demonstrated leadership background with experience managing and coaching support teams.
• Strong technical comfort and the ability to learn new systems and tools quickly.
• Working knowledge of CRM software, with Gorgias as a preferred platform, and eCommerce tools such as Shopify.
• Experience with subscription platforms like Recharge is an advantage.
• Strong analytical and problem-solving ability, especially for recurring customer issues.
• Excellent verbal and written communication, interpersonal, and conflict-resolution skills.
• Hands-on experience with Microsoft Office Suite and Google Workspace.
• Data-oriented mindset with experience using reporting tools to monitor performance and identify improvement areas.
• Ability to work both independently and collaboratively within a team.
• Comfort managing several priorities at once in a fast-paced setting.

Work details

This is a full-time remote role based in the Philippines.