Remote CS Ops Manager — Ecommerce & AI Automation

PT IBM Indonesia; Jakarta Utara; Remote; IDR 1,660,735,000 - 2,609,727,000; Full time

Job summary

IBMC is recruiting a Customer Service Manager to lead the service operation for a prominent UK-based 3PL and e-commerce fulfillment group. You will own end-to-end service delivery, automation, and unit economics for multiple client brands while managing a Pod Leader and outsourced support pod.

Responsibilities include SLAs, QA coaching, AI-driven deflection, and exception detection with weekly leadership reporting. This role is fully remote with UK hours and a 30‑60‑90 day onboarding plan.

Qualifications

• 4+ years of customer service experience in e-commerce, retail, or logistics with 2+ years in people leadership.
• Hands-on experience configuring and managing modern helpdesk platforms (Gorgias, Zendesk, Freshdesk) including SLA setup, macros, tagging, and automated reporting.
• Direct experience configuring helpdesk AI/automation workflows (chat flows, intents, self-service portals, proactive tracking).
• Proven experience building or operating a documented QA scoring and coaching framework.
• English proficiency at C1 level or above for written and spoken communication.
• Data literacy with unit economics metrics (tickets per order, cost per ticket, deflection rates) and data-driven dashboards.
• Full-shift availability across UK business hours (09:00–17:00 UK time).
• Experience in BPO/outsourced multi-client management and exposure to 3PL/shipping failure modes (preferred).

Responsibilities

• Own SLAs across client accounts in Gorgias and lead weekly QA coaching to target 90%+ quality by Month 3.
• Configure and tune automation to achieve 40–60% ticket deflection and reduce WISMO volume by 20–30%.
• Track monthly per-client metrics to support rate-card scaling and plan pod capacity for new onboardings.
• Enforce an exception taxonomy and route identified issues to the accountable owner with weekly leadership updates.
• Direct the Pod Leader on floor execution, rosters, and performance reviews; maintain SOPs and Notion knowledge base.
• Ensure compliance gates (data processing agreements, risk assessments) before handling live client data.

Skills

Team leadership

Customer service excellence

Data literacy

English proficiency

Tools

Gorgias

Zendesk

Freshdesk

Job description

IBMC is recruiting a Customer Service Manager to lead the service operation for a prominent UK-based 3PL and e-commerce fulfillment group. You will own end-to-end service delivery, automation, and unit economics for multiple client brands while managing a Pod Leader and outsourced support pod.

Responsibilities include SLAs, QA coaching, AI-driven deflection, and exception detection with weekly leadership reporting. This role is fully remote with UK hours and a 30‑60‑90 day onboarding plan.