Customer Service Manager

Ocommerce; Philippines; Remote; PHP 650,000 - 779,000; Full time

Benefits offered by this job

Fully remote work

Competitive compensation

Job summary

Ocommerce in the Philippines is seeking a Customer Service Manager to own and resolve customer issues, guiding a remote team to deliver consistent service and cost-conscious decisions.

Responsibilities include leading daily priorities, coaching agents, creating SOPs, and reporting on customer outcomes and financial impact. Remote, full-time position with collaboration across brand teams.

Qualifications

• 5+ years in customer service, including 2+ years directly managing or supervising an ecommerce CS team.
• Proven ownership of complex customer issues and decisions that preserve goodwill while managing costs.

Responsibilities

• Own customer issues through resolution and coordinate internal actions to ensure follow-through.
• Make fair, proportionate remedies considering history, responsibility, and cost.

Skills

Team leadership

Customer resolution

English communication

Decision making

Coaching

Tools

Shopify

Gorgias

Zendesk

Job description

Customer Service Fully Remote | Philippines Full-time

Customer Service Manager

Own customer issues through resolution, using sound judgment to protect customer goodwill and the business's profitability.

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.