Remote Customer Experience Manager for Creative Studio

THE/STUDIO; Manila; On-site; PHP 4,258,000 - 6,691,000; Full time

Job summary

THE/STUDIO is hiring a Customer Service Manager to lead our remote team delivering outstanding client support for a global client base. You will oversee inquiries, resolve issues, and partner with Sales, Marketing, Design, and Operations to continuously improve service quality.

You will mentor staff, implement best practices, track metrics, and ensure a positive, customer-centric culture while aligning with US business hours. Prior startup/e-commerce experience is preferred.

Qualifications

• 5+ years in customer service, with at least 2 years in a leadership role.
• Experience managing a team and fostering a collaborative, customer-centric culture.
• Excellent communication skills, both written and verbal, with the ability to engage clients and teams effectively.
• Experience working with startups, e-commerce, fashion, or apparel/product manufacturing preferred.
• Strong problem-solving and conflict resolution skills.
• Ability to work under pressure and manage multiple priorities in a fast-paced environment.
• Familiarity with customer service platforms and CRM tools.
• A passion for delivering exceptional service and building lasting client relationships.
• Prior experience in a creative or design-driven environment is a plus.
• Strong organizational skills and attention to detail.
• Willingness to work US business hours.
• Required language(s): English

Responsibilities

• Lead, mentor, and manage the day-to-day operations of the Customer Service team.
• Train and develop team members to ensure they have the tools and knowledge to perform at their best.
• Act as an escalation point for complex or high-priority customer issues, working closely with customers to resolve concerns efficiently.
• Monitor customer interactions and feedback to identify trends, opportunities for improvement, and potential areas of innovation.
• Work with cross-functional teams (Sales, Marketing, Design, and Operations) to ensure customer expectations are met and exceeded.
• Develop and implement best practices for customer service processes and workflows.
• Analyze customer service metrics to track team performance and customer satisfaction, providing regular reporting to leadership.
• Drive initiatives to enhance customer loyalty, satisfaction, and retention.
• Create and maintain detailed customer service documentation, FAQs, and knowledge base content.
• Foster a positive, solution-oriented work environment, ensuring the team feels supported and empowered.

Skills

Leadership

Communication

Problem solving

Conflict resolution

Organizational skills

Customer-centric mindset

Time management

Tools

CRM tools

Customer service platforms

Job description

THE/STUDIO is hiring a Customer Service Manager to lead our remote team delivering outstanding client support for a global client base. You will oversee inquiries, resolve issues, and partner with Sales, Marketing, Design, and Operations to continuously improve service quality.

You will mentor staff, implement best practices, track metrics, and ensure a positive, customer-centric culture while aligning with US business hours. Prior startup/e-commerce experience is preferred.