Remote Head of Customer Service & Strategy

STERRY; Philippines; Remote; PHP 2,500,000 - 4,200,000; Full time

Job summary

STERRY is a growth marketing agency seeking a Head of Customer Service to lead and scale the entire CS department across all shifts. The role partners with Logistics, Quality, and Executive Leadership to set strategy, own high-level KPIs, and ensure seamless cross-shift handoffs.

The ideal candidate has 10+ years in customer service operations, 8+ years leading managers, and hands-on experience with Shopify, 3PLs, Meta Business Suite, and major helpdesk tools.

Qualifications

• Bachelor's degree in Business Administration, Communications, Management, or a related field is a plus, but leadership mindset matters most.
• 10+ years in Customer Support/Service operations with 8+ years leading managers or multi-shift teams, ecommerce background preferred.
• Hands-on experience with Shopify, 3PLs, Meta Business Suite, helpdesk CRMs (Zendesk, Gorgias, Freshdesk) and Google Workspace.

Responsibilities

• Directly supervise CS Managers to ensure continuous 24-hour operations.
• Own CS strategy, SOPs, and the CS Handbook across shifts.
• Synthesize weekly CS reports into department-wide summaries and track KPIs.
• Lead cross-functional feedback with Logistics, Product, Marketing, and Operations.

Skills

Leadership

Cross-functional collaboration

Data analysis

Operations management

Coaching

Education

Bachelor's degree

Tools

Shopify

3PLs

Meta Business Suite

Zendesk

Gorgias

Freshdesk

Google Workspace

Sheets

Job description

STERRY is a growth marketing agency seeking a Head of Customer Service to lead and scale the entire CS department across all shifts. The role partners with Logistics, Quality, and Executive Leadership to set strategy, own high-level KPIs, and ensure seamless cross-shift handoffs.

The ideal candidate has 10+ years in customer service operations, 8+ years leading managers, and hands-on experience with Shopify, 3PLs, Meta Business Suite, and major helpdesk tools.