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Customer Service Manager at Fresh Prints. . Location: Philippines (Remote). . Customer Service Manager. . About the Role. . We are looking for an experienced . Customer Service Manager. to lead and develop a high-performing customer support team. This person will be responsible for overseeing day-to-day customer service operations, improving service quality, coaching team members, and ensuring customers receive timely, professional, and effective support.. . The ideal candidate is a hands-on people leader who is comfortable working in a fast-paced environment, using data to drive decisions, and partnering with other teams to resolve customer issues and improve the overall customer experience.. . Key Responsibilities. . Team Leadership & Management. . . . Lead, coach, and develop a team of Customer Service Representatives/Agents.. . . . Set clear performance expectations and monitor individual and team performance.. . . . Conduct regular 1:1s, performance reviews, coaching sessions, and team meetings.. . . . Identify training and development needs and create plans to address performance gaps.. . . . Foster a positive, accountable, and customer-focused team culture.. . . . Support hiring, onboarding, and ramp-up of new customer service team members.. . . . Customer Service Operations. . . . Oversee day-to-day customer service operations and ensure appropriate coverage and staffing.. . . . Monitor customer inquiries, escalations, response times, resolution times, and overall service levels.. . . . Ensure customer issues are handled efficiently and escalated appropriately.. . . . Take ownership of complex or high-priority customer escalations when needed.. . . . Develop and maintain customer service processes, procedures, and standards.. . . . Identify operational inefficiencies and implement improvements.. . . . Performance & Quality Management. . . . Establish and track KPIs such as . CSAT, response time, resolution time, SLA attainment, first-contact resolution, ticket volume, and productivity. .. . . . Analyze performance data and identify trends, recurring issues, and opportunities for improvement.. . . . Conduct quality reviews and provide actionable feedback to team members.. . . . Develop action plans to improve team performance and customer satisfaction.. . . . Prepare regular performance reports and communicate key findings to leadership.. . . . Cross-Functional Collaboration. . . . Partner with Product, Operations, Engineering, Sales, Finance, and other teams to resolve recurring customer issues.. . . . Communicate customer feedback and trends to relevant internal stakeholders.. . . . Help identify product, process, or policy improvements based on customer interactions.. . . . Ensure effective communication and handoffs between customer service and other departments.. . . . Process & Continuous Improvement. . . . Build and improve knowledge bases, FAQs, workflows, and customer service documentation.. . . . Identify opportunities to automate or streamline repetitive support processes.. . . . Establish scalable processes as the customer service organization grows.. . . . Stay informed about customer service best practices, tools, and technologies.. . . . Qualifications. . . . 3–5+ years of experience in customer service. , with at least . 1–2 years in a supervisory or management role. .. . . . Demonstrated experience managing, coaching, and developing customer service teams.. . . . Strong understanding of customer service operations and performance management.. . . . Experience working with customer service KPIs and metrics.. . . . Strong problem-solving and escalation-management skills.. . . . Excellent written and verbal communication skills.. . . . Strong organizational skills and ability to manage multiple priorities.. . . . Comfortable working with customer service platforms, ticketing systems, CRM tools, and reporting/analytics tools.. . . . Strong attention to detail and a customer-first mindset.. . . . Ability to make sound decisions in a fast-paced environment.. . . . Preferred Qualifications. . . . Experience managing a . high-volume customer support operation. .. . . . Experience with . SaaS, technology, e-commerce, marketplaces, or other fast-paced customer-facing businesses. .. . . . Experience working with tools such as . Zendesk, Salesforce, Intercom, Gorgias, Freshdesk, or similar platforms. .. . . . Experience managing remote or distributed customer service teams.. . . . Experience with workforce planning, scheduling, forecasting, or capacity management.. . . . Experience implementing customer service process improvements or automation.. . . . What We're Looking For. . The successful candidate will be:. . . . A strong people leader. who knows how to coach and motivate a team.. . . . Customer-focused. while also balancing business and operational needs.. . . . Data-driven. , using metrics to identify problems and make decisions.. . . . Hands-on. , willing to jump into difficult customer issues when necessary.. . . . Accountable and organized. , with strong follow-through.. . . . Collaborative. , able to work effectively across departments.. . . . Process-oriented. , with a focus on building scalable and consistent support operations.. . . . Calm under pressure. and comfortable handling escalations and challenging situations.. . . . Key Success Metrics. . Success in this role will be measured through improvements in:. . . . Customer satisfaction (CSAT). . . . First-contact resolution. . . . Response and resolution times. . . . SLA attainment. . . . Customer retention/experience. . . . Team productivity. . . . Quality scores. . . . Employee engagement and retention. . . . Escalation volume and resolution. . . . Operational efficiency. .