Virtustant
Virtustant
Virtustant
About the job
Job Title: Customer Service Manager
About the Company:
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.
English Level:
C2
Schedule:
9 AM – 1 PM EST
Salary and Benefits:
Payment in USD or Local Currency according to candidate’s preference.
Customer Service Manager
Founded in 2021 by Kevin Wright and Erik Reid, Virtustant is a leading international recruitment platform based in the United States, with a strong focus on the US, Canadian, and LATAM markets. We excel in sourcing remote talent from around the globe, offering tailored recruitment solutions for a wide range of roles and remote jobs, from client-facing positions to back-office operations. We understand the challenges of finding the right talent, which is why we’re committed to a rigorous data-driven screening process that includes in-depth interviews, skills assessments, and reference checks to ensure professional qualities, guaranteeing seamless matches in 3 to 14 days that enhance operational efficiency. At Virtustant, exceptional customer service is at the heart of everything we do. The dedicated professionals at our remote staffing platform are always available to answer questions, offer support, and build lasting partnerships based on trust and mutual respect. Clients choose us for our reliability, expertise, and dedication to global talent sourcing, delivering high-quality remote staffing help. If you’re seeking a trustworthy recruiting company to help your business thrive, Virtustant is here to support your success.