About RYZE
At RYZE, we believe daily rituals create the foundation for living your greatest life. Our mushroom coffee and superfood products fuel the body and clarify the mindhelping people everywhere unlock their highest potential. We're a fast-growing, mission-driven team passionate about wellness, innovation, and building a brighter future together.
The Role
We're seeking an experienced and people-focused Customer Service Manager (Contractor) to lead and continuously enhance our global customer and partner experience. In this role, you will oversee daily operations across our contact centers, coaching agents and team leads, managing escalations, and driving operational excellence across all customer touchpoints.
This role is ideal for someone who thrives in fast-paced environments, understands outsourced and multi-location support structures, and can combine people leadership with data-driven decision-making. You will play a key role in ensuring every customer interaction reflects RYZE's values of empathy, quality, and care.
What You'll Do
Leadership & Team Development
- Set clear goals, coach, and develop team members to maximize engagement, growth, and performance.
- Foster a collaborative, positive, and high-performance team culture.
- Guide the team in resolving complex customer escalations with empathy and accuracy.
- Communicate departmental goals, performance expectations, and key updates consistently.
Operational Excellence
- Oversee daily operations across global contact centers, ensuring adherence to SLAs and quality standards.
- Manage schedules and staffing plans to ensure optimal coverage, especially during peak periods.
- Monitor customer interactions to ensure compliance with QA standards and brand guidelines.
- Lead process-improvement initiatives that eliminate customer pain points and increase operational efficiency.
Performance Management & Analytics
- Track and analyze KPIs such as response time, resolution time, CSAT, and NPS.
- Use customer insights and analytics to refine workflows and improve team performance.
- Prepare and present performance reports, trend analysis, and recommendations to leadership.
Training & Continuous Improvement
- Partner with Training and QA teams to support onboarding and ongoing development.
- Implement coaching frameworks, QA best practices, and structured performance management processes.
- Collaborate cross-functionally to address recurring issues, improve processes, and elevate the customer experience.
- Stay informed on industry best practices, emerging tools, and service innovations to elevate team capabilities.
- (Other related duties may be assigned.)
What We're Looking
- ForHigh school diploma required; Bachelor's degree preferred.
- 57 years of experience in customer service management, with 5+ years in contact center leadership roles.
- Experience leading outsourced or multi-site teams strongly preferred.
- Ability to manage daily operations while driving long-term performance improvements.
- Strong background in project management, process optimization, and workflow redesign.
- Excellent leadership, coaching, and team-building capabilities
- Skilled in data analysis and KPI-driven decision-making.
- Exceptional communication and cross-functional collaboration skills.
- Experience with customer service platforms and CRMs such as Zendesk, Gorgias, or similar.
- Ability to thrive in fast-paced, dynamic, and evolving environments.
What We Offer
- Competitive contractor compensation
- Performance-based incentives
- Flexible remote work environment (Philippines-based)
- Opportunity to play a key role in shaping and elevating RYZE's customer experience operations
