Customer Service Leader: Data-Driven Team Coach

Embedded Shishya; Philippines; Remote; PHP 600,000 - 1,000,000; Full time

Job summary

Embedded Shishya is seeking a Customer Service Manager in the Philippines to lead and grow a high-performing support team. You will oversee daily operations, ensure timely responses, coach staff, and drive service quality improvements across departments.

The role emphasizes hands-on leadership, data-driven decision making, and collaboration with Product, Operations, Engineering, and Sales to deliver a premier customer experience.

Qualifications

• 3–5+ years of experience in customer service, with at least 1–2 years in a supervisory or management role.
• Demonstrated experience managing, coaching, and developing customer service teams.
• Strong understanding of customer service operations and performance management.
• Experience working with customer service KPIs and metrics.
• Strong problem-solving and escalation-management skills.
• Excellent written and verbal communication skills.
• Strong organizational skills and ability to manage multiple priorities.
• Comfortable working with customer service platforms, ticketing systems, CRM tools, and reporting/analytics tools.
• Strong attention to detail and a customer-first mindset.
• Ability to make sound decisions in a fast-paced environment.

Responsibilities

• Lead, coach, and develop a team of Customer Service Representatives/Agents.
• Set clear performance expectations and monitor team performance.
• Conduct regular 1:1s, performance reviews, coaching sessions, and team meetings.
• Identify training and development needs and create plans to address performance gaps.
• Foster a positive, accountable, and customer-focused team culture.
• Support hiring, onboarding, and ramp-up of new team members.

Skills

Customer service

Leadership

Coaching

Data-driven

Communication

Problem-solving

Organizational skills

CRM tooling

Tools

Zendesk

Salesforce

Intercom

Gorgias

Freshdesk

Job description

Embedded Shishya is seeking a Customer Service Manager in the Philippines to lead and grow a high-performing support team. You will oversee daily operations, ensure timely responses, coach staff, and drive service quality improvements across departments.

The role emphasizes hands-on leadership, data-driven decision making, and collaboration with Product, Operations, Engineering, and Sales to deliver a premier customer experience.