Job Description

Customer Service Manager Philippines – Remote | Full-Time

About the Role

We are looking for a Customer Service Manager in the Philippines to build, develop, and lead our Philippines-based Customer Service team supporting U.S. customers. This is a build-and-lead opportunity, focused on establishing the team, processes, workflows, training, and performance standards from the ground up.

The ideal candidate has experience building or scaling Customer Service teams and can translate U.S. customer service expectations into an effective Philippines-based operation. This person should be hands-on, independent, and comfortable creating structure, solving problems, and working closely with U.S.-based leadership.

As the team grows, the CS Manager will develop team leaders and supervisors to support the department and help build a scalable, accountable Customer Service organization.

Key Responsibilities

Build & Develop the Philippines Customer Service Team

Build and develop a high-performing Customer Service team in the Philippines to support U.S. customers and eCommerce operations.
Partner with U.S. leadership to determine staffing requirements, hiring plans, team structure, and coverage needs.
Participate in recruiting, interviewing, selecting, and onboarding Customer Service Representatives.
Establish clear roles, responsibilities, performance expectations, and career development paths for the team.
Develop an onboarding program to ensure new team members understand company expectations, products, marketplaces, customer service standards, and systems.
Create and maintain training materials, knowledge bases, SOPs, scripts, and customer service resources.
Establish a culture focused on accountability, ownership, responsiveness, accuracy, teamwork, and customer satisfaction.
Develop strong team communication and establish regular team meetings, one-on-ones, coaching sessions, and performance reviews.
Identify high-performing employees and develop future team leads and supervisors as the department grows.
Continuously evaluate staffing levels and recommend additional hiring based on customer volume, business growth, and service requirements.

Customer Service Operations

Establish and manage daily Customer Service workflows for the Philippines team.
Build effective ticket assignment and escalation processes within eDesk.
Develop procedures to ensure appropriate coverage of U.S. customer service hours.
Monitor ticket queues for urgent issues, aging tickets, SLA risks, and potential customer dissatisfaction.
Respond directly to escalated customer issues and serve as the primary escalation point for the Customer Service team.
Establish consistent processes for handling customer inquiries across Amazon, Walmart, Wayfair, Shopify, Target, and other sales channels.
Maintain a strong working knowledge of marketplace policies involving refunds, returns, replacements, claims, and customer complaints.
Continuously evaluate workflows and make adjustments as the team and business grow.

Training & Quality Management

Build a structured training program for new and existing Customer Service Representatives.
Establish customer service standards for tone, accuracy, professionalism, response quality, and resolution.
Create quality assurance processes and regularly audit customer interactions.
Review tickets and customer communications to identify coaching opportunities.
Provide ongoing coaching and feedback to improve individual and team performance.
Establish quality standards and scorecards for Customer Service Representatives.
Ensure team members understand company policies as well as marketplace-specific requirements.
Update training materials as products, systems, processes, and marketplace policies change.

KPIs & Performance Management

Establish and manage Customer Service KPIs for the Philippines team.
Develop individual and team performance expectations based on business needs.
Track and report metrics including first response time, resolution time, SLA compliance, ticket volume, tickets resolved, customer satisfaction/CSAT, resolution rate, escalation rate, negative feedback, refunds and replacements, and quality assurance scores.
Build regular reporting for U.S. leadership.
Identify performance trends and take corrective action when goals are not being met.
Use performance data to determine training needs, staffing requirements, and workflow improvements.
Establish accountability while providing team members with the coaching and resources necessary to succeed.

Escalations & U.S. Customer Experience

Take ownership of complex and sensitive customer escalations.
Establish clear escalation procedures for the Philippines Customer Service team.
Ensure U.S. customers receive professional, timely, and consistent support.
Resolve difficult customer situations while balancing customer satisfaction with company policies and financial considerations.
Identify recurring customer complaints and work with other departments to address root causes.
Review customer feedback and use it to improve processes, training, and team performance.

Cross-Functional Collaboration

Work closely with U.S.-based eCommerce, Fulfillment, Warehouse, Returns, Logistics, Operations, Product, and Leadership teams.
Establish clear communication processes between the Philippines Customer Service team and U.S.-based departments.
Escalate recurring issues involving shipping delays, damages, defects, missing parts, incorrect items, or product quality.
Track customer service trends and communicate meaningful issues to leadership.
Partner with eCommerce and catalog teams when customer-facing issues are identified on product listings or marketplace pages.
Provide customer feedback and service trends that can help improve products, operations, and the overall customer experience.

Process & SOP Development

Build the foundational Customer Service processes and SOPs for the Philippines operation.
Create standardized procedures for common customer inquiries, returns, refunds, replacements, claims, and escalations.
Develop response templates and guidelines while maintaining a natural and personalized customer experience.
Establish workflows for handling different marketplaces and customer scenarios.
Continuously identify opportunities to improve efficiency, consistency, and customer satisfaction.
Stay current on marketplace policy changes and ensure the team is trained on relevant updates.
Help implement new technology, automation, reporting, and customer service tools as the operation grows.

Scaling the Department

Develop a scalable Customer Service structure that can support continued company growth.
Establish processes that allow new employees to become productive quickly.
Develop team leads and other future leaders as the department expands.
Identify opportunities to increase efficiency through automation, improved workflows, and better use of technology.
Help determine when additional employees, leadership positions, or specialized customer service functions are needed.
Continuously assess the department's capacity, productivity, and organizational structure.

Required Skills & Qualifications

3–5 years of eCommerce Customer Service experience, preferably supporting U.S. customers.
2+ years of experience in a Customer Service Lead, Supervisor, Manager, or similar leadership role.
Experience building, launching, or significantly scaling a customer service team or operation is strongly preferred.
Experience hiring, training, coaching, and developing Customer Service Representatives.
Experience managing a remote or Philippines-based team preferred.
Hands-on experience with eDesk or similar platforms such as Zendesk, Gorgias, Freshdesk, or comparable systems.
Strong knowledge of major eCommerce marketplaces, preferably including Amazon, Walmart, Wayfair, Shopify, and Target.
Strong understanding of marketplace customer service policies, including returns, refunds, replacements, claims, and escalations.
Excellent written and verbal English communication skills.
Strong understanding of U.S. customer service expectations and communication standards.
Strong leadership, coaching, and team-building skills.
Excellent organizational and problem-solving abilities.
Ability to create structure and processes in a growing or developing operation.
Comfortable working independently and making decisions without constant direction.
Strong attention to detail and ability to manage multiple priorities.
Experience establishing and managing Customer Service KPIs.
Intermediate proficiency in Microsoft Excel or Google Sheets preferred.

What Success Looks Like

The first phase of this role will focus heavily on building the foundation of the Philippines Customer Service organization.

Building a capable and reliable Philippines Customer Service team.
Hiring and onboarding the right people as the department grows.
Creating clear SOPs, workflows, training materials, and performance expectations.
Establishing consistent customer service standards across all marketplaces.
Implementing meaningful KPIs and performance reporting.
Creating a strong culture of accountability and ownership.
Developing team members into future leaders.
Establishing effective communication between the Philippines team and U.S.-based departments.
Maintaining strong SLA, response time, quality, and customer satisfaction performance.
Creating processes that can scale as customer volume and the business continue to grow.

The Ideal Candidate

We are looking for a player-coach who enjoys building a Customer Service operation from the ground up. This person should be comfortable creating processes, developing SOPs, training and leading a team, reviewing KPIs, handling escalations, and solving operational challenges.

The ideal candidate can take direction from U.S. leadership and turn it into a structured, accountable, and scalable Customer Service organization in the Philippines.

Work Schedule

Location: Philippines – Remote
Customer Base: US
Schedule: Must be available to work hours that support U.S. customer service operations and business needs.