Remote Ecommerce Customer Service Leader

oCommerce LLC; Metro Manila; Remote; PHP 640,000 - 767,000; Full time

Benefits offered by this job

Fully remote

USD 1,000/month salary

Collaboration with ops & brand teams

Job summary

oCommerce LLC is seeking an experienced Customer Service Manager to lead our ecommerce support across brands. You’ll own complex customer issues, decide fair remedies, coach agents, and collaborate with operations to reduce costs, all while delivering exceptional service for US customers.

The role is fully remote for candidates based in the Philippines, with compensation around USD 1,000 per month and hours aligned with team coverage.

Qualifications

• 5+ years in customer service, including 2+ years directly managing or supervising an ecommerce customer service team.
• Proven ownership of complex customer issues and decisions that preserve goodwill while managing costs.
• Strong experience with Shopify order workflows and helpdesk platforms (Gorgias, Zendesk, or comparable).
• Evidence of coaching agents, building SOPs, improving service metrics, and maintaining service quality.
• Excellent written and spoken English with de-escalation skills for US customers.
• Commercial judgment: refunds, replacements, shipping, repeat contacts affect P&L.
• Reliable equipment and quiet environment for work.

Responsibilities

• Take ownership of difficult customer issues through completion and coordinate internal actions.
• Use sound judgment to choose fair, proportionate remedies considering history, circumstances, and costs.
• Make decisions within authority and escalate unusual cases with recommended solutions.
• Lead daily team priorities, coverage, handovers, and coaching.
• Build SOPs, templates, and escalation guidance to support consistent service.
• Monitor service quality, satisfaction, backlog, and costs of remedies and shipping.
• Explain decisions clearly to preserve goodwill and customer satisfaction.
• Work with fulfillment, operations, finance, and brand teams to reduce recurring problems.

Skills

Customer service management

English communication

Team coaching

Remote team leadership

Decision making under cost pressure

Tools

Shopify

Gorgias

Zendesk

Job description

oCommerce LLC is seeking an experienced Customer Service Manager to lead our ecommerce support across brands. You’ll own complex customer issues, decide fair remedies, coach agents, and collaborate with operations to reduce costs, all while delivering exceptional service for US customers.

The role is fully remote for candidates based in the Philippines, with compensation around USD 1,000 per month and hours aligned with team coverage.