Customer Service Operations Leader

VeSync

Makati

On-site

PHP 1,200,000 - 1,800,000

Full time

5 days ago

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Job summary

VeSync in the Philippines is seeking an Operations Manager, Customer Service, to lead day-to-day CS operations and drive continuous improvement across KPI governance, processes, and systems. You will guide direct reports and partner with cross-functional teams to elevate customer experience and operational performance.

You'll own Salesforce Service Cloud, design scalable SOPs, and mentor a growing team of CSR I/II and CS Order Coordinator roles.

Qualifications

5+ years in customer service operations or related field.
2+ years in a people leadership or operations management role.
Experience leading process improvement initiatives and operational projects.
Experience with CRM or contact center technologies; Salesforce Service Cloud preferred.
Strong KPI, performance management, and data-driven decision making.

Responsibilities

Directly manage and develop Customer Service employees, including coaching and performance reviews.
Establish and maintain operational KPI frameworks and performance targets.
Design and implement process improvements to increase efficiency and customer satisfaction.
Serve as the business owner for Salesforce Service Cloud and other CS systems.
Lead cross-functional projects and communicate findings to leadership.