Customer Support Manager
We are seeking an experienced and proactive Customer Support Manager to lead and oversee our customer service and sales support operations. You will be responsible for responding to customer inquiries, issues, and escalations while maintaining high customer satisfaction across various communication channels (e-commerce marketplace messaging, email, chat, and phone calls).
In addition, you’ll focus on developing and implementing efficient processes, automations, and best practices to ensure seamless order accuracy, fulfillment, and outreach.
You will manage and coach a team of 4-8 remote staff, setting service level standards, defining performance metrics, and fostering a customer-centric culture. This role will also work closely with sales leadership to align customer service strategies with broader business goals and support new business opportunities.
Key Responsibilities:
- Lead by example with a positive, proactive attitude while championing team needs.
- Adapt leadership style to inspire a team with diverse skills and personalities.
- Manage customer support operations including recruiting, hiring, onboarding, training, coaching, and performance reviews.
- Monitor and promote progress towards company, departmental, and individual goals.
- Strategically assign workloads to maximize team efficiency and effectiveness.
- Plan and lead regular team meetings for clear communication and alignment.
- Collaborate cross-functionally with departments (sales, operations, fulfillment) to enhance quality and streamline processes.
- Oversee the development and maintenance of SOPs and support resources.
- Use data and feedback to evaluate team performance and identify improvement opportunities.
- Solve problems with creativity, critical thinking, and timely execution.
- Review workflows and systems to recommend improvements, reduce costs, and improve turnaround times.
- Support company-wide initiatives and other assigned duties.
Required Skills and Qualifications:
- Strong written and verbal communication skills in clear and concise English.
- Bachelor’s degree.
- Available to work Monday
- Friday, 8:00 am
- 4:00 pm CST.
- Proven ability to train, coach, motivate, and empower customer support teams.
- Discretion in handling sensitive or confidential information.
- Highly organized and self-motivated with excellent time management skills.
- Strong analytical and problem-solving skills with a solutions-oriented mindset.
- Comfortable collaborating with various departments and teams.
- Demonstrated adaptability and ability to learn new tools and processes.
- Proficient in Google Workspace (Docs, Sheets, etc.) and experienced with CRM/ticketing systems (e.g., ZohoDesk, Salesforce, Zendesk).
- Strong data entry, reporting, and analytical skills to track and assess team performance and KPIs.
What We’re Looking For:
- 5+ years of experience leading customer support or service teams.
- Proven success in driving customer satisfaction and team performance.
- Expertise in developing process-driven support systems and resource optimization.
- Familiarity with customer satisfaction metrics, SLAs, and performance tracking.
- Strong problem-solving skills and ability to thrive in a fast-paced, dynamic environment.
- Ability to set up helpdesk applications, create automations, use macros, and update SOPs.
- Sales acumen and ability to identify and close customer sales opportunities.
- Competitive Compensation package with Salary Appraisals
- Saturday-Sunday Off
- Equipped with the latest technologies
- Monthly Incentive Rewards on successful orders and Attendance Productivity
- Offers Full-time employment and Career Growth
- Easily accessible from almost any part of the Metro Cebu area.
- One-day Application Process only
- Service Incentive Leaves Upon Regularization
- Attendance Productivity Incentives
- Additional Hazard Pay within Qualifying Hours
- Stable Job with Salary Appraisals
- Holiday and Night Differential Premium Pay Rates
- Job Promotion is highly possible... if YOU have the drive.
- HMO/Health Insurance
- Work-Life Balance
- Free Pre-hiring Medical Laboratories
- Free Coffee
Our unique approach with dedication and commitment effectively removes the stress and conflict that would normally exist in businesses that are consistently keeping up with today's global demands.
Staff Outsourcing Solutions firmly believes in being transparent to its clients to apply effective ways to deliver results that extend your global reach. The variety of services we offer that targets specific market segments makes us a reliable and long-term solid partner to our clients.The opportunities we provide enabled us to serve several business organizations ranging from small start-ups to mid-size multinationals. With the core competencies of our professional workforce with excellent proficiency in English and flexible services, Staff Outsourcing Solutions is the right partner as an offshore and BPO solutions provider.
Overview:
Staff Outsourcing Solutions specializes in hosting, setting up, and managing offshore business operations in the Philippines on behalf of our clients from all over the world. Through offshoring business processes, our clients drastically reduce operational costs, increase flexibility, expand the reach on their operations globally, meet the increasing demand, and provide quality solutions around the world.The unique services we cater to our client's needs adapt to their specific needs. Staff Outsourcing Solutions has been flexible in offering services to different foreign business organizations, from small and medium-sized businesses to large multinational corporations.
For more information about our company, visit the following sites:
Website: www.staffoutsourcing.comFacebook Page: https://www.facebook.com/staffoutsourcingsolutions/
Instagram: @staffoutsourcingsolutions
LinkedIn: https://www.linkedin.com/company/13194738/admin/
How to Apply
Location: Lower Ground Floor, MDCT Building, Leyte Loop, Cebu Business Park, Hipodromo Cebu City
For those interested, respond to this post with your updated resumes and contact details for a possible preliminary screening and interview scheduling. Walk-in applicants are welcome to drop by our office from 10:30 AM until 7:00 PM, Monday through Friday only.Bring a copy of your updated resume & valid ID.