Customer Support Manager - #34407 at Manila Recruitment

📍 Job Overview

Job Title: Customer Support Manager - #34407
Company: Manila Recruitment
Location: Metro Manila, Philippines (Remote)
Job Type: Full-Time
Category: Customer Support & Service
Date Posted: June 24, 2025
Experience Level: 5-10 years
Remote Status: Remote (Work From Home)

🚀 Role Summary

Lead and develop a global customer support team for an innovative e-commerce logistics company.
Enhance customer service operations, focusing on employee performance, customer relationships, and team dynamics.
Collaborate with leadership to implement training programs, performance management strategies, and retention initiatives.
Advocate for the support team within the broader company framework and drive a customer-centric culture.

📝 Enhancement Note: This role offers a unique opportunity to make a significant impact on customer satisfaction, operational efficiency, and brand reputation while gaining global experience and leadership growth.

💻 Primary Responsibilities

Team Development & Leadership: Develop and implement training programs to enhance agents' skills, product knowledge, and customer service techniques. Collaborate with leadership to recruit, onboard, and retain high-performing customer support agents.
Performance Management: Monitor performance metrics (e.g., customer satisfaction, issue resolution time) and identify trends to guide professional development initiatives. Manage the performance review process, setting clear goals for team members and providing feedback for continuous improvement.
Team Culture & Environment: Foster a positive and supportive team environment, ensuring employees feel motivated, valued, and recognized. Organize and execute ongoing coaching and workshops to maintain high morale and address people concerns.
Policy & Standard Adherence: Ensure customer service standards and policies are maintained and upheld within the team. Work closely with the leadership team to address conflicts, maintain high morale, and align company objectives with the support team's approach.
Cross-Functional Collaboration: Work closely with operations and leadership teams to address people concerns, promote a customer-centric culture, and ensure alignment between company objectives and the support team's approach.

🎓 Skills & Qualifications

Education: Bachelor's degree in Business Administration, Human Resources, or a related field (or equivalent experience).

Experience: At least 5 years of proven experience in customer support management within a service-oriented industry, preferably in e-commerce or logistics, with direct experience working with Western companies, ideally based in North America.

Required Skills:

Proven leadership and mentoring skills
Excellent communication and interpersonal skills
Strong organizational and time management skills
Experience with performance management, feedback, and employee development
Familiarity with customer service software (e.g., Zendesk, Freshdesk) and CRM systems (proficiency in Zendesk is required)
Ability to work cross-functionally with operations and leadership teams
A passion for fostering a positive team culture and delivering excellent customer service

Preferred Skills:

Experience with global teams and remote work environments
Knowledge of logistics and e-commerce industry trends
Familiarity with data analysis and reporting tools

📊 Web Portfolio & Project Requirements (N/A - Customer Support Role)

📵 Compensation & Benefits

Salary Range: PHP 80,000 - 120,000 per month (Based on experience and industry standards for remote customer support managers in the Philippines)

Benefits:

Health insurance
Retirement plan
Paid time off (vacation, sick leave, and holidays)
Performance-based bonuses
Opportunities for professional development and career growth

Working Hours: Monday - Friday, 10:00 PM to 7:00 AM (Philippine Standard Time - GMT+8)

🎯 Team & Company Context

🏢 Company Culture

Industry: Logistics and E-commerce

Company Size: Medium (100-250 employees)

Founded: 2015

Team Structure:

Global customer support team (remote)
Operations and logistics teams (global)
Leadership and management teams (global)

Development Methodology:

Agile and customer-centric approach to customer support and service
Continuous improvement and feedback-driven processes
Cross-functional collaboration between customer support, operations, and leadership teams

Company Website: Manila Recruitment

📝 Enhancement Note: The company values a customer-centric culture, global collaboration, and continuous improvement, providing an excellent environment for professional growth and development in customer support management.

📈 Career & Growth Analysis

Customer Support Manager Career Level: This role is an intermediate to senior-level position, offering significant growth opportunities in leadership, team management, and cross-functional collaboration.

Reporting Structure: This role reports directly to the Head of Customer Support and works closely with global operations and leadership teams.

Technical Impact: The Customer Support Manager has a significant impact on customer satisfaction, operational efficiency, and brand reputation by driving initiatives that improve employee performance, customer relationships, and team dynamics.

Growth Opportunities:

Lead and develop multiple teams within the customer support department
Expand into regional or global management roles
Transition into a leadership role within the broader company framework (e.g., Director of Customer Support or Chief Customer Officer)

📝 Enhancement Note: With a strong performance track record, this role offers numerous opportunities for career progression within the customer support department and the broader company.

🌐 Work Environment

Office Type: Remote (Work From Home)

Office Location(s): Metro Manila, Philippines

Workspace Context:

Remote work environment with flexible hours and minimal supervision
Collaborative global team with regular virtual meetings and communication
Opportunities for cross-functional collaboration with operations and leadership teams

Work Schedule: Monday - Friday, 10:00 PM to 7:00 AM (Philippine Standard Time - GMT+8) with flexible hours and remote work arrangements

📝 Enhancement Note: The remote work environment offers a high degree of flexibility and autonomy, allowing customer support managers to balance their personal and professional lives effectively.

📄 Application & Technical Interview Process

Interview Process:

Phone or video screening to assess communication skills and cultural fit
Behavioral and situational interview to evaluate leadership, problem-solving, and customer service skills
Case study or role-play exercise to demonstrate performance management, team development, and customer support strategies
Final interview with the Head of Customer Support to discuss career aspirations, company culture, and next steps

Portfolio Review Tips: (N/A - Customer Support Role)

Technical Challenge Preparation: (N/A - Customer Support Role)

ATS Keywords: (Customer Support, Customer Service, Customer Experience, Leadership, Mentoring, Performance Management, Employee Development, Zendesk, Remote Work, Global Teams, Logistics, E-commerce)

📝 Enhancement Note: The interview process focuses on assessing leadership, communication, and customer service skills, as well as cultural fit and alignment with the company's customer-centric values.

🛠 Technology Stack & Customer Support Tools

Customer Service Software:

Zendesk (required proficiency)
Other CRM and customer service tools (e.g., Freshdesk, Salesforce Service Cloud)

Communication & Collaboration Tools:

Slack or Microsoft Teams for internal communication
Zoom or Google Meet for virtual meetings and video conferencing
Email clients (e.g., Gmail, Outlook)

Project Management & Workflow Tools:

Asana, Trello, or Jira for task management and team collaboration
Google Drive or Microsoft Office for document creation and sharing

📝 Enhancement Note: Familiarity with Zendesk and other customer service software is essential for this role, as well as proficiency in communication and collaboration tools for remote work environments.

👥 Team Culture & Values

Customer Support Values:

Customer-centric approach and focus on customer satisfaction
Continuous improvement and feedback-driven processes
Global collaboration and cross-functional teamwork
Empowerment and development of customer support team members

Collaboration Style:

Regular virtual meetings and communication to maintain team cohesion and alignment
Cross-functional collaboration with operations and leadership teams
Open and transparent communication, with a focus on active listening and feedback

📝 Enhancement Note: The company values a customer-centric culture, global collaboration, and continuous improvement, providing an excellent environment for professional growth and development in customer support management.

⚡ Challenges & Growth Opportunities

Technical Challenges:

Managing a global customer support team with diverse time zones and cultural backgrounds
Balancing customer expectations, operational efficiency, and team dynamics
Driving continuous improvement and innovation in customer support processes and strategies

Learning & Development Opportunities:

Developing leadership, mentoring, and coaching skills
Expanding knowledge of logistics and e-commerce industry trends
Gaining experience in global team management and cross-functional collaboration

📝 Enhancement Note: This role presents numerous challenges and growth opportunities, allowing customer support managers to develop their skills, gain experience, and make a significant impact on the company's success.

💡 Interview Preparation

Technical Questions:

Describe your experience with Zendesk and other customer service software. How have you used these tools to improve customer satisfaction and team performance?
How have you approached performance management and employee development in your previous roles? Can you provide specific examples of successful initiatives you have implemented?
How do you handle conflicts or difficult situations within your team or with customers? Can you share a case study or example of a challenging situation you have faced and how you resolved it?

Company & Culture Questions:

How do you ensure that your team maintains a customer-centric focus, even in a remote work environment?
How have you approached cross-functional collaboration with operations and leadership teams in your previous roles? Can you provide specific examples of successful partnerships or initiatives?
How do you stay up-to-date with industry trends and best practices in customer support and service? How have you applied this knowledge to improve customer satisfaction and team performance in your previous roles?

Portfolio Presentation Strategy: (N/A - Customer Support Role)

📝 Enhancement Note: The interview process focuses on assessing leadership, communication, and customer service skills, as well as cultural fit and alignment with the company's customer-centric values.

📌 Application Steps

To apply for this Customer Support Manager position:

Submit your application through the provided link.
Tailor your resume and cover letter to highlight your leadership, mentoring, and customer service skills, as well as your experience with customer service software and remote work environments.
Prepare for the interview process by reflecting on your past experiences, developing examples of successful initiatives, and researching the company's customer-centric culture and global team dynamics.
Practice your communication and problem-solving skills, focusing on active listening, feedback, and customer-centric approaches.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer support management industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Customer Support Manager - #34407