Customer Success Manager

Virtustant; Remote; ZAR 300 000 - 400 000; Full time

Job summary

A leading e-commerce company in Cape Town seeks a Customer Service Manager to lead their team in delivering exceptional service. Responsibilities include managing performance metrics, handling escalations, and ensuring operational excellence during peak seasons. Candidates should have 3–5+ years of customer service management experience and excellent communication skills. Proficiency in customer service tools such as Zendesk is essential. The role offers flexible payment options in USD or local currency.

Qualifications

• 3–5+ years in customer service management, preferably in e-commerce.
• Experience leading a team of remote customer service reps.
• Proven track record of managing KPIs and customer satisfaction.

Responsibilities

• Lead and manage the customer service team to provide excellent service.
• Handle staffing, scheduling, and coaching to maintain high standards.
• Resolve customer escalations and communicate critical issues effectively.

Skills

Customer service management

Excellent English communication

Team management

Data-driven decision making

SOP creation

Proactive mindset

Tools

Zendesk

Gorgias

Freshdesk

Intercom

Job description

Customer Service Manager

Our Client operates in the e-commerce sector, focusing on delivering customer satisfaction through efficient service and innovative solutions.

Job Description

The Customer Service Manager will lead and oversee the customer service team, ensuring high-quality service and operational excellence during peak seasons.

This role involves managing staff, performance metrics, and customer escalations while collaborating with various departments.

Responsibilities

• Build and lead the team: Hire, onboard, and train customer service reps.
• Manage scheduling: Create and manage weekly schedules for coverage.
• Ensure quality service: Monitor performance and provide ongoing coaching.
• Handle escalations: Resolve high-priority customer issues efficiently.
• Communicate critical issues: Flag urgent issues to management and engineering teams.
• Monitor site & accessibility: Regular checks on website functionality and compliance.
• Own performance metrics & budget: Oversee the budget and drive key metrics.

Required Experience and Qualifications

• 3–5+ years of customer service management experience in e-commerce or subscription businesses.
• Experience managing a team of 10+ remote reps, preferably in the Philippines.
• Excellent English communication skills, both written and spoken.
• Experience with customer service platforms (Zendesk, Gorgias, Freshdesk, Intercom).
• Data‑driven approach to managing KPIs like FRT, CSAT, and SLA.
• Skilled in hiring, onboarding, training, and scheduling for remote teams.
• Strong understanding of DTC operations, including returns and exchanges.

Preferred Skills

• Ability to build Standard Operating Procedures (SOPs) and efficient workflows.
• Great communication skills with engineering, logistics, and leadership teams.
• Calm, organized, and proactive during high-volume periods, especially Q4.

Personality

• Strong leadership capabilities.
• Proactive and results-oriented mindset.
• Excellent organizational skills.

Software & Tools

Proficient in customer service platforms like Zendesk, Gorgias, Freshdesk, Intercom.

Schedule

9 AM - 1 PM EST

Salary and Benefits

Payment in USD or local currency according to candidate's preference.