Customer Experience Manager - Remote, Growth & Retention

Hyprwork; Philippines; Remote; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

Fully remote

Async-first

Paid time off

Parental leave

Bereavement leave

Marriage leave

Wellness allowance

Equipment support

Leadership offsites

Job summary

Oralux is seeking a Customer Service Manager to lead and grow a remote, async-first support team. You will hire, train, set standards, and build scalable systems for fast, honest, helpful support at higher volume.

Manage 3–8 agents across email, chat, and phone, shaping the voice customers rely on while maintaining churn and refund controls. You will report to leadership, own retention-related CS tasks, and drive performance through metrics, coaching, and well-defined processes in a distributed,

Qualifications

• 3+ years managing a customer service team in DTC ecommerce.
• Proven track record building or scaling a support function.
• Experience in a startup or fast-scaling company with lean tooling.
• Hands-on experience with a modern helpdesk platform (Richpanel, Zendesk, Gorgias).
• Direct experience with retention, cancellations, returns and refunds metrics.
• Comfort managing multichannel support (email, chat, phone).
• Strong people-management, feedback, and coaching skills.
• Data-driven decision making and English communication are essential.

Responsibilities

• Lead, coach, and grow a team of 3–8 agents as we scale.
• Own core CS metrics: first response time, resolution time, CSAT, and quality.
• Own CS retention efforts: cancellations, saves, returns, refunds, churn impact.
• Build and maintain repeatable support systems: macros, workflows, SOPs, help center content.
• Handle escalations and complex cases personally when needed.
• Manage staffing and coverage across email, chat, and phone to meet targets.
• Identify patterns from customer conversations to inform product messaging.
• Protect the brand voice in every customer interaction.

Skills

Team management

Customer service

Data-driven

English proficiency

Tools

Richpanel

Zendesk

Gorgias

Job description

Oralux is seeking a Customer Service Manager to lead and grow a remote, async-first support team. You will hire, train, set standards, and build scalable systems for fast, honest, helpful support at higher volume.

Manage 3–8 agents across email, chat, and phone, shaping the voice customers rely on while maintaining churn and refund controls. You will report to leadership, own retention-related CS tasks, and drive performance through metrics, coaching, and well-defined processes in a distributed,