Customer Service Manager (Remote)

MultiplyMii is looking for an experienced Customer Service Manager to join our client’s team, a leading provider in the healthcare and beauty industry specializing in non-invasive hair restoration treatments. This role is crucial in optimizing our customer support processes and ensuring high-quality, efficient service across multiple channels. As the CS Manager, you will oversee the daily operations of the customer service team, manage performance, and drive initiatives to enhance customer satisfaction and team productivity.

This role is a 100% work from home.

Key Responsibilities

• Team Leadership: Lead and develop a high-performing customer service team, managing interactions across multiple channels (phone, email, chat, SMS, and social media).
• Process Optimization: Oversee daily operations, ensuring that all processes are efficient, well-documented, and continually improving.
• Strategic Planning: Implement and execute growth strategies, including recruitment, training initiatives, and resource forecasting to meet evolving customer demands.
• Performance Management: Set clear KPIs (e.g., ticket resolution time, customer satisfaction, retention metrics), monitor performance, and implement improvements to meet or exceed targets.
• Automation & Efficiency: Manage and execute process automation projects to reduce manual tasks and enhance overall efficiency.
• Customer Feedback: Gather and analyze customer feedback to identify areas for improvement and provide actionable insights to enhance the customer experience.
• Collaboration: Work closely with cross-functional teams (e.g., marketing, product, and operations) to streamline workflows and improve escalations.
• Reporting: Provide weekly, monthly, and quarterly reports on key customer service metrics and performance outcomes.
• Resource Management: Ensure that all customer-facing documentation (knowledge bases, FAQs, etc.) is accurate, up-to-date, and accessible.
• Product Launch Support: Prepare the customer service team for new product launches through training and resource updates.

About You

Ideal candidate

• Experience: 5+ years of experience in customer service operations, ideally in e-commerce or a related field.
• Leadership: Proven experience in leading and developing customer service teams, improving performance, and meeting KPIs.
• Technical Skills:

• Strong data analytics skills and experience using customer service platforms such as Zendesk or Gorgias.
• Familiarity with e-commerce platforms like Shopify or WooCommerce.

Core Competencies:

• Exceptional leadership, communication, and problem-solving skills.
• Ability to adapt to new technologies and drive continuous improvement initiatives.
• Excellent organizational and time-management skills, with the ability to prioritize effectively in a fast-paced environment.

Mindset:

• A growth-oriented mindset, always looking for new ways to optimize processes and improve the customer experience.
• Strong problem-solving abilities and a proactive approach to tackling challenges.
• Comfort in working collaboratively, while also being self-motivated to drive results independently.

Core Values

• We Think Big: We take a growth mindset and always look at the bigger picture in everything we do.
• Proactive Problem Solvers: We use problem-solving skills to make data-informed decisions and improve processes.
• Comfortable Being Uncomfortable: We embrace challenges, adapt to change, and work collaboratively to overcome obstacles.
• Open & Honest Communication/Feedback: We value transparent and direct communication, fostering a culture of continuous feedback.
• Continuous Learning & Improvement: We are committed to improving both individually and as a team.
• Passionate About What We Do: We are passionate about our work and support each other in contributing to a positive team culture.

Benefits

• Medical and Dental Benefits after 6 months of tenure.
• Paid Time Off (PTO) for all full-time team members.
• High Growth Potential with quarterly and annual performance reviews.
• Quarterly Internet Reimbursement to help cover work-related expenses.
• Gym Membership Credit to support your physical and mental well-being.
• Remote Work Opportunity (work from anywhere).
• Annual Team Bonding Event to strengthen team camaraderie.

Why MultiplyMii

Come join a growing company where you’ll be trusted to work independently and have influence on the evolution of the service & trajectory of the business.

This isn’t an opportunity for candidates seeking a corporate, predictable set-up. This is a fast-paced team where you’ll be expected to grow quickly and operate effectively in challenging environments.

• 100% remote
• Fringe benefits and 13th month
• Uncapped incentive program based on their performance

Shift and Schedule: Monday to Friday 1AM-10AM PH Time