Customer Service Manager

Ryze; Philippines; On-site; PHP 1,000,000 - 1,500,000; Full time

Job summary

RYZE is seeking an experienced Customer Service Manager to lead our global contact center operations and elevate service quality. You will build high-performing teams, coach staff, and use data to drive improvements across channels.

The role focuses on performance management, process optimization, and strong collaboration with internal teams and partners to ensure empathy, quality, and consistent customer experiences across regions.

Qualifications

• High school diploma or equivalent required.
• Bachelor's degree preferred.
• At least five years of customer service leadership experience.
• Proven ability to lead teams and manage day-to-day operations in a high-volume environment.
• Strong analytical skills and data-driven decision making.
• Excellent written and verbal communication skills.

Responsibilities

• Lead and continuously improve global customer experience.
• Oversee day-to-day contact center operations.
• Develop high-performing teams and coach for performance, engagement, and accountability.
• Address customer pain points with internal teams and partners.
• Ensure interactions reflect empathy, quality, and care.
• Perform performance management, analytics, and regular reporting to leadership.
• Guide escalations and complex customer cases to timely resolutions.
• Collaborate with Training, Quality, and Operations to onboard and develop staff.
• Identify opportunities to improve workflows, policies, and tools.

Skills

Leadership

Performance management

Coaching

Analytics

Communication

Education

High school diploma or equivalent

Bachelor's degree (preferred)

Job description

COMPANY

At RYZE, we believe daily rituals create the foundation for living your greatest life. Our mushroom coffee and superfood products fuel the body and clarify the mind helping people everywhere unlock their highest potential. We're a fast-growing, mission-driven team passionate about wellness, innovation, and building a brighter future together.

WHAT YOU'LL DO

We're looking for an experienced, people-focused Customer Service Manager to lead and continuously improve RYZE's global customer experience. In this role, you'll oversee day-to-day contact center operations, develop high-performing teams, and use data and customer insights to improve service quality, efficiency, and consistency.

You'll work closely with internal teams and external partners to address customer pain points, strengthen operational processes, and ensure every interaction reflects RYZE's commitment to empathy, quality, and care. The ideal candidate is a confident people leader who can balance coaching, performance management, and strategic problem solving in a fast-paced, evolving environment.

Responsibilities will include:

• Leadership & Team Development Set clear goals and expectations while coaching team members to strengthen performance, engagement, accountability, and professional growth.
• Conduct regular one-on-one meetings, performance reviews, and development conversations with direct reports.
• Build a collaborative, supportive, and high-performing team culture.
• Support underperforming team members through clear expectations, structured improvement plans, consistent follow-up, and documented progress.
• Guide the team through escalations and complex customer situations, ensuring resolutions are timely, thoughtful, and aligned with company policies.
• Communicate departmental priorities, performance expectations, operational changes, and company updates clearly and consistently.
• Partner with Team Leads and other customer service leaders to maintain alignment and ensure important information reaches frontline agents.
• Operational Excellence Oversee daily operations across RYZE's global contact center environment, ensuring consistent service delivery across all customer support channels.
• Monitor adherence to service-level agreements, quality standards, schedules, workflows, and established procedures.
• Evaluate staffing needs and coverage plans to support business demand, including seasonal and peak-volume periods.
• Identify operational gaps, customer pain points, and opportunities to improve workflows, policies, and the overall customer experience.
• Lead customer service projects from planning through implementation, ensuring clear ownership, communication, and follow-through.
• Manage escalated customer concerns and support the resolution of sensitive, high-impact, or complex cases.
• Performance Management & Analytics Oversee daily operations across RYZE's global contact center environment, ensuring consistent service delivery across all customer support channels.
• Track and analyze key performance indicators, including response time, resolution time, productivity, quality, CSAT, and NPS.
• Use performance data and customer insights to identify trends, improve workflows, and guide coaching priorities.
• Establish action plans when performance falls below expectations and monitor progress toward measurable improvement.
• Prepare and present performance updates, operational insights, risks, and recommendations to senior leadership.
• Ensure performance decisions are consistent, well documented, and supported by relevant data.
• Training & Continuous Improvement Partner with Training, Quality, and Operations teams to support onboarding, ongoing education, and employee development.
• Implement and maintain effective practices for coaching, quality assurance, performance management, and knowledge sharing.
• Collaborate cross-functionally to address recurring customer issues and improve policies, tools, and internal processes.
• Support the rollout and adoption of new systems, workflows, and customer service initiatives.
• Stay informed about customer service trends, emerging technologies, and operational practices that could improve efficiency or service quality.

WHAT WE OFFER

PROFESSIONAL QUALIFICATIONS

High school diploma or equivalent required; bachelor's degree preferred.
At least five years of customer service leadership experience, preferably within a contact center, outsourced, or multi-location environment.
Demonstrated success leading customer service teams and managing day-to-day operations in a high-volume environment.
Strong experience with performance management, coaching, employee development, and team engagement.
Proven ability to lead projects, optimize processes, and improve workflow efficiency.
Strong analytical skills and experience using performance data and customer insights to guide decisions.
Excellent written and verbal communication skills, including the ability to present recommendations clearly to leadership.
Strong organiz