Customer Service Manager (AI / DTC E-Commerce)

Penbrothers International; Makati; Remote; PHP 1,272,000 - 1,523,000; Full time

Benefits offered by this job

Remote work

Global exposure

Job summary

Penbrothers International is seeking a Customer Service Manager for a 100% remote role based in the Philippines. You will build and run an AI-first CS function, automating repetitive support while maintaining high CSAT and handling complex escalations, refunds, and supplier coordination.

Reporting to Operations, you’ll lead a lean team across UK and US hours, manage Freshdesk/Zendesk/Gorgias, ShipBob, and knowledge bases, and drive revenue through CS playbooks and retention flows.

Qualifications

• 5+ years in customer service with 3+ years in leadership.
• 3+ years in hands-on DTC e-commerce (US market a plus).
• Proven AI-enabled CS tools implementation with measurable automation.
• Able to work in ticket queues as part of daily ops.
• Strong proficiency with Freshdesk, Zendesk, Gorgias or Intercom; + ShipBob.
• Excellent written and spoken English.

Responsibilities

• Design and run an AI-first support model across channels.
• Work directly in queue on complex cases and escalations.
• Audit workflows and manage shift coverage UK/US.
• Drive revenue via CS playbooks, upsells, and saves.
• Manage refunds, chargebacks, and prevent losses.
• Handle adverse events in compliance with policy.
• Coordinate with suppliers and fulfillment partners.
• Manage Freshdesk/knowledge bases and AI data.
• Investigate logistics issues using ShipBob and OMS.
• Provide weekly CSAT and metrics reports.

Skills

CS Leadership

DTC E-commerce

AI in CS

Hands-on Support

CS Platforms

Subscriptions & Saves

English Proficiency

Leadership

Tools

Freshdesk

Zendesk

Gorgias

Intercom

ShipBob

Job description

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is a fast-growing direct-to-consumer e-commerce company specializing in consumer lifestyle, personal care, and problem-solving products designed to improve everyday convenience and self-care. Operating primarily through digital channels, the business focuses on identifying common consumer pain points and delivering accessible, easy-to-use solutions to a global customer base. With a strong emphasis on brand growth, customer experience, and operational scalability, the company continues to expand its product portfolio across grooming, hygiene, wellness, and household consumer categories.

About the Role

The Customer Service Manager is a full-time, 100% remote position based in the Philippines, reporting directly to the Operations Manager. Working hours are from 5:00 PM to 2:00 AM PHT / 10:00 AM to 7:00 PM BST, with flexibility required to adjust schedules and maintain visibility across both UK and US coverage. The position offers a starting base salary of $2,000 per month subject to a standard probationary period. As a hands-on, player-coach leader, you will build and run an AI-first customer service function that automates repetitive support interactions while maintaining high quality and CSAT. In addition to leading a lean team, you will personally manage complex escalations, chargebacks, refunds, adverse product events, and supplier coordination, while transforming the customer support operation into a revenue-generating retention channel.

What You’ll Do

• AI Transformation: Design and execute an AI-first support model; select, train, and optimize AI agents/chatbots across email, chat, and phone to automate repetitive tickets while maintaining quality and CSAT.

• Hands-On Support: Work directly in the queue to personally handle complex cases, sensitive customer issues, escalations, chargebacks, subscription saves, and adverse product events.

• Team Leadership & Coverage: Audit workflows, build a specialist CS unit, set performance standards, and manage shift coverage/schedules across UK and US operating hours.

• Revenue & Retention: Drive sales through CS playbooks, cross-sells, upsells, win-back scripts, and subscription save flows.

• Refunds & Chargebacks: Manage CS-side refunds, analyze root causes for preventable refunds, and lead chargeback prevention in partnership with Finance.

• Adverse Events & Critical Escalations: Document and route high-risk, product-safety, or adverse event signals according to internal compliance protocols.

• Supplier Coordination: Partner directly with suppliers and fulfillment partners to handle after-sales issues such as defects, missing items, damaged products, and reshipments.

• Platform Management: Manage Freshdesk (or equivalent), knowledge bases, AI training data, prompt quality, macros, and routing.

• Order & 3PL Investigation: Utilize ShipBob and order management platforms to investigate logistics and fulfillment issues.

• Reporting & Insights: Deliver weekly reporting on CSAT, automation rates, response times, save rates, chargebacks, and adverse events to inform wider operations, marketing, and product teams.

What You Bring

Experience Requirements:

• CS Experience: 5+ years total in Customer Service, with 3+ years in a leadership/operational management role.

• DTC E-commerce: 3+ years of recent, hands-on experience in physical product DTC e-commerce (US market experience strongly preferred).

• AI Support Operations: Proven track record implementing and running AI-enabled CS tools (e.g., Freshdesk Freddy, Zendesk AI, Gorgias AI, Intercom Fin) with measurable automation results.

• Player-Coach Leadership: Comfortable working directly in ticket queues as part of regular day-to-day operations.

• Technical Stack: Strong proficiency with Freshdesk, Zendesk, Gorgias, or Intercom, along with order management/3PL systems like ShipBob.

• Subscriptions & Save Flows: Direct experience handling subscription models, churn reduction, and save playbooks.

• Language: Excellent written and spoken English communication skills.

• Nice-to-Have: Industry experience in supplements, personal care, cosmetics, or devices.

Core Competencies

• Commercial Mindset: Ability to view customer interactions as revenue retention and growth opportunities.

• Tech-First & Data-Driven: Defaulting to automation for repetitive tasks while relying on data to guide operational decisions.

• Judgment & Risk Awareness: Strong sense of when to resolve tickets independently versus escalating safety, financial, or product concerns.

• Resourcefulness & Adaptability: Entrepreneurial problem-solving skills combined with effective cross-functional communication.

Our Hiring Process & AI Disclaimer: We use AI tools to streamline our application process - including an initial conversation with an AI Interviewer. All hiring decisions are made entirely by humans: our Talent Acquisition team guides your full candidate journey and makes all evaluation decisions.

You are welcome to use AI for CV refinement and research, but real-time AI assistance during interviews or skill assessments is strictly prohibited to ensure an authentic evaluation.

What You’ll Get

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
• Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
• Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.