CUSTOMER SERVICE MANAGER

oCommerce LLC; Metro Manila; Remote; PHP 640,000 - 767,000; Full time

Benefits offered by this job

Fully remote

USD 1,000/month salary

Collaboration with ops & brand teams

Job summary

oCommerce LLC is seeking an experienced Customer Service Manager to lead our ecommerce support across brands. You’ll own complex customer issues, decide fair remedies, coach agents, and collaborate with operations to reduce costs, all while delivering exceptional service for US customers.

The role is fully remote for candidates based in the Philippines, with compensation around USD 1,000 per month and hours aligned with team coverage.

Qualifications

• 5+ years in customer service, including 2+ years directly managing or supervising an ecommerce customer service team.
• Proven ownership of complex customer issues and decisions that preserve goodwill while managing costs.
• Strong experience with Shopify order workflows and helpdesk platforms (Gorgias, Zendesk, or comparable).
• Evidence of coaching agents, building SOPs, improving service metrics, and maintaining service quality.
• Excellent written and spoken English with de-escalation skills for US customers.
• Commercial judgment: refunds, replacements, shipping, repeat contacts affect P&L.
• Reliable equipment and quiet environment for work.

Responsibilities

• Take ownership of difficult customer issues through completion and coordinate internal actions.
• Use sound judgment to choose fair, proportionate remedies considering history, circumstances, and costs.
• Make decisions within authority and escalate unusual cases with recommended solutions.
• Lead daily team priorities, coverage, handovers, and coaching.
• Build SOPs, templates, and escalation guidance to support consistent service.
• Monitor service quality, satisfaction, backlog, and costs of remedies and shipping.
• Explain decisions clearly to preserve goodwill and customer satisfaction.
• Work with fulfillment, operations, finance, and brand teams to reduce recurring problems.

Skills

Customer service management

English communication

Team coaching

Remote team leadership

Decision making under cost pressure

Tools

Shopify

Gorgias

Zendesk

Job description

Role Overview

oCommerce brands Compensation: Approximately USD 1,000 per month. Schedule: Agreed working hours aligned with team coverage and US customer-service needs. oCommerce owns and operates consumer brands supported by shared teams. We are hiring an experienced Customer Service Manager with an exceptional sense of ownership to lead customer support across our ecommerce portfolio. You will take responsibility for difficult customer issues through to a confirmed resolution. We need someone who can make thoughtful decisions about refunds, replacements, credits, and other remedies, balancing fairness, customer goodwill, and the impact on our P&L. You should help customers feel heard and fairly treated, choose proportionate solutions, and take action within agreed authority. You will also lead the team, strengthen processes, and work with operations to prevent the problems behind recurring complaints.

Key Responsibilities

• Take ownership of difficult customer issues through completion, coordinate the necessary internal action, keep customers informed, and confirm that promised resolutions happen.
• Use sound judgment to choose fair, proportionate remedies, considering what happened, the customer's circumstances and history, our responsibility, and the cost and effect of the available options.
• Make decisions within agreed authority and handle policy exceptions thoughtfully; bring unusual or material cases forward with the facts and a recommended solution.
• Lead daily team priorities, coverage, handovers, and accountability, coaching agents to take ownership and exercise good judgment.
• Build practical SOPs, response templates, and escalation guidance that support consistent service and appropriate decisions for individual situations.
• Monitor service quality, customer satisfaction, backlog, repeat contacts, and the costs of refunds, replacements, credits, and additional shipping.
• Handle complex order, delivery, return, refund, and product-quality issues calmly, explaining decisions clearly and preserving customer goodwill.
• Work with fulfillment, operations, finance, and brand teams to fix recurring problems and reduce preventable support costs.
• Maintain accurate Shopify and helpdesk records, including the reason for a remedy, its cost, and the final outcome.
• Oversee customer reviews, feedback, and helpdesk automation, preserving each brand's voice and checking response quality.
• Provide concise reports that connect customer outcomes, team performance, and the financial impact of service decisions.
• Your first 90 days — First 30 days: Review customer issues, service quality, team capability, and resolution costs. Agree decision authority and escalation boundaries. Days 31-60: Introduce practical resolution guidance, consistent coaching, and clear ownership of open cases. Address recurring service and coverage gaps. Days 61-90: Demonstrate progress in customer outcomes and timely resolution while reducing preventable support costs against agreed baselines.

Qualifications & Skills

• At least 5 years in customer service, including at least 2 years directly managing or supervising an ecommerce customer service team.
• Proven ownership of complex customer issues and examples of decisions that preserved customer goodwill while managing costs responsibly.
• Strong experience with Shopify order workflows and a helpdesk such as Gorgias, Zendesk, or a comparable platform.
• Evidence of coaching agents, building SOPs, improving service metrics, and maintaining service quality.
• Excellent written and spoken English, with calm, clear communication and strong de-escalation skills when supporting US customers.
• Commercial judgment: you understand how refunds, replacements, shipping, repeat contacts, and customer retention affect the business's P&L.
• A reliable computer, internet connection, quiet call environment, and practical backup arrangements for interruptions.
• Preferred experience: Experience supporting several ecommerce brands, leading remote agents, and managing apparel returns or other product-specific support policies is an advantage.

What we’re looking for

• You take personal responsibility for getting the customer's problem resolved, even when several teams need to act. You follow through without repeated reminders.
• You can explain why a resolution is fair to the customer and commercially sensible for the business, and help your team make similarly thoughtful decisions.

What we offer

• A fully remote, full-time role for someone based in the Philippines.
• Approximately USD 1,000 per month, with final compensation and working hours agreed during hiring.
• Responsibility for improving customer support across several brands, with direct collaboration with operations and brand teams.

Our hiring process

• Application review, including your resume, video introduction, and examples of ownership and team leadership.
• An interview about customer-resolution judgment, commercial tradeoffs, service improvements, and team management.
• A short customer-resolution exercise assessing both the proposed remedy and the message to the customer, with the scope and expected time shared in advance.
• Final leadership conversation and reference checks before an offer.