Customer Service Manager

Huzzle; Philippines; Remote; PHP 3,766,000 - 5,650,000; Full time

Benefits offered by this job

Fully remote role

Flexible work environment

Long-term career growth

Hands-on role with real impact

Job summary

Huzzle is seeking a Customer Service Manager to lead and optimize support operations for a growing international business. You will mentor teams, refine workflows, and ensure high-quality customer interactions across remote channels while driving operational strategies for long-term success in a global, remote environment.

You will collaborate with sales, operations, and product teams to translate customer feedback into product improvements, monitor KPIs, and implement best practices to maintain

Qualifications

• 3+ years in customer service, support, or customer success roles.
• Proven leadership or team management experience.
• Excellent verbal and written English communication skills.
• Experience with CRM and customer support platforms (Zendesk, HubSpot, Salesforce, or Freshdesk).
• Strong problem-solving and conflict-resolution abilities.
• Ability to manage multiple priorities in a fast-paced, remote environment.
• Strong analytical skills with the ability to translate data into actionable insights.

Responsibilities

• Lead, coach, and develop customer service representatives to achieve performance goals.
• Manage daily customer support operations across email, chat, phone, and ticketing systems.
• Monitor and report on KPIs including CSAT, response times, and service quality.
• Develop and implement customer service policies and SOPs.
• Handle escalated customer concerns with timely resolutions.
• Collaborate with sales, operations, and product teams to relay customer feedback.

Skills

Leadership

English proficiency

Analytical thinking

Remote work capability

Tools

Zendesk

HubSpot

Salesforce

Freshdesk

Job description

About Huzzle

At Huzzle, we connect exceptional talents with top opportunities at leading companies across the UK, US, Canada, Europe, and Australia. Our clients include startups, digital agencies, and tech platforms in industries such as SaaS, MarTech, FinTech, and EdTech. Unlike an outsourcing agency, we place you directly with a client where you’re hired in-house as a valued member of their team.

Job Summary

We are seeking an experienced and customer-focused Customer Service Manager to lead and optimize support operations for a growing international business. This role is designed for a professional who is passionate about delivering exceptional customer experiences, refining support workflows, and mentoring high-performing teams. As the bridge between the team and the customer, you will ensure that every interaction reflects our commitment to excellence while driving the operational strategies that make long-term success possible in a global, remote environment.

Key Responsibilities

• Lead, coach, and develop customer service representatives to achieve individual and collective performance goals.
• Manage daily customer support operations across email, chat, phone, and ticketing systems.
• Monitor and report on key performance indicators (KPIs), including response times, CSAT scores, and service quality.
• Develop and implement customer service policies, standard operating procedures, and best practices.
• Handle escalated customer concerns directly to ensure professional and timely resolution.
• Collaborate with sales, operations, and product teams to voice customer feedback and drive product improvements.
• Analyze customer data and trends to identify opportunities for process optimization.
• Conduct regular performance reviews, training sessions, and ongoing coaching initiatives.
• Ensure service standards and company policies are consistently maintained across the department.

Requirements

• 3+ years of experience in customer service, customer support, or customer success roles.
• Proven leadership or team management experience.
• Excellent verbal and written English communication skills.
• Proficiency with CRM and customer support platforms (e.g., Zendesk, HubSpot, Salesforce, or Freshdesk).
• Strong problem-solving and conflict-resolution abilities.
• Ability to manage multiple priorities in a fast-paced, remote environment.
• Strong analytical skills with the ability to translate data into actionable insights.
• A reliable high-speed internet connection and a professional remote work setup.

Nice-to-Haves

• Experience working with international customers and diverse time zones.
• Familiarity with help center documentation and knowledge base management.
• Experience in a high-growth startup or scaling tech environment.

Benefits

• Competitive salary based on experience
• Fully remote role with a flexible work environment
• Work with a growing logistics company in a high-demand industry
• Long-term career growth with operational and customer success exposure
• Hands-on role with real impact on day-to-day business operations