AI-First Customer Service Leader (Remote)

Penbrothers International; Makati; Remote; PHP 1,272,000 - 1,523,000; Full time

Benefits offered by this job

Remote work

Global exposure

Job summary

Penbrothers International is seeking a Customer Service Manager for a 100% remote role based in the Philippines. You will build and run an AI-first CS function, automating repetitive support while maintaining high CSAT and handling complex escalations, refunds, and supplier coordination.

Reporting to Operations, you’ll lead a lean team across UK and US hours, manage Freshdesk/Zendesk/Gorgias, ShipBob, and knowledge bases, and drive revenue through CS playbooks and retention flows.

Qualifications

• 5+ years in customer service with 3+ years in leadership.
• 3+ years in hands-on DTC e-commerce (US market a plus).
• Proven AI-enabled CS tools implementation with measurable automation.
• Able to work in ticket queues as part of daily ops.
• Strong proficiency with Freshdesk, Zendesk, Gorgias or Intercom; + ShipBob.
• Excellent written and spoken English.

Responsibilities

• Design and run an AI-first support model across channels.
• Work directly in queue on complex cases and escalations.
• Audit workflows and manage shift coverage UK/US.
• Drive revenue via CS playbooks, upsells, and saves.
• Manage refunds, chargebacks, and prevent losses.
• Handle adverse events in compliance with policy.
• Coordinate with suppliers and fulfillment partners.
• Manage Freshdesk/knowledge bases and AI data.
• Investigate logistics issues using ShipBob and OMS.
• Provide weekly CSAT and metrics reports.

Skills

CS Leadership

DTC E-commerce

AI in CS

Hands-on Support

CS Platforms

Subscriptions & Saves

English Proficiency

Leadership

Tools

Freshdesk

Zendesk

Gorgias

Intercom

ShipBob

Job description

Penbrothers International is seeking a Customer Service Manager for a 100% remote role based in the Philippines. You will build and run an AI-first CS function, automating repetitive support while maintaining high CSAT and handling complex escalations, refunds, and supplier coordination.

Reporting to Operations, you’ll lead a lean team across UK and US hours, manage Freshdesk/Zendesk/Gorgias, ShipBob, and knowledge bases, and drive revenue through CS playbooks and retention flows.