# Customer Service Manager

> Remote VA · Philippines (Remote) · Full-time · Posted 2025-05-15

**Workplace:** remote

## Description

**Job Title:** Customer Service Manager

**Location:** Remote

**Job Type:** Full-Time

We are seeking an experienced and proactive **Customer Service Manager** to lead and optimize our eCommerce subscription business's customer support operations. This role requires strong leadership skills, extensive experience in customer service management, and a strategic mindset to enhance customer satisfaction and retention. The ideal candidate will have outstanding written and verbal English communication skills, with a proven ability to manage complex customer interactions in a fast-paced environment.

### **Responsibilities:**

-   Lead, train, and mentor a team of customer service agents to deliver exceptional support.
-   Identify and implement solutions to address the **root cause** of recurring customer issues, ensuring long-term resolution and improved processes.
-   Develop and maintain customer service SOPs to drive efficiency and consistency.
-   Provide timely and effective support to customers via email and chat.
-   Oversee customer issues related to website functionality, account management, subscriptions, orders, and payments.
-   Manage and monitor the end-to-end order fulfillment process to ensure accuracy and timely delivery.
-   Utilize internal tools and systems such as **Shopify**, **Recharge**, **Rebuy**, and **Gorgias CRM** to manage customer interactions and resolve inquiries.
-   Collaborate with internal teams to align customer service strategies with marketing, product, and fulfillment initiatives.
-   Create and manage detailed performance reports using data analytics tools to identify trends and implement improvements.
-   Develop and maintain self-service resources such as help center articles and FAQs to empower customers.
-   Stay informed about new product releases and feature updates to provide accurate information to customers.
-   Ensure all customer interactions are handled professionally, positively, and in alignment with company values.

### **Qualifications:**

-   Bachelor's degree in Business Administration, Communications, or related field.
-   Minimum of **5 years experience** in customer service management, ideally in an e-commerce or subscription-based environment.
-   Proven leadership experience with a track record of managing and coaching customer support teams.
-   Strong technical aptitude with the ability to quickly learn new tools and platforms.
-   Proficiency in CRM systems (**Gorgias preferred**) and e-commerce platforms (**Shopify**).
-   Experience with subscription management platforms such as **Recharge** is a plus.
-   Strong problem-solving skills with the ability to implement strategic solutions for recurring issues.
-   Excellent communication, interpersonal, and conflict resolution skills.
-   Experience working with Microsoft Office Suite and Google Workspace tools.
-   Analytical mindset with experience using data tools to track performance and identify areas for improvement.
-   Ability to work independently and collaboratively within a team environment.
-   Demonstrated ability to manage multiple priorities in a fast-paced environment.

## Apply

[Apply at Remote VA](https://apply.workable.com/remote-va/j/3B02201398/apply)

---
Powered by [Workable](https://www.workable.com)