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