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Customer Service Manager at Remote VA. Job Title:. Customer Service Manager. Location:. Remote. Job Type:. Full-Time. We are seeking an experienced and proactive . Customer Service Manager. to lead and optimize our eCommerce subscription business's customer support operations. This role requires strong leadership skills, extensive experience in customer service management, and a strategic mindset to enhance customer satisfaction and retention. The ideal candidate will have outstanding written and verbal English communication skills, with a proven ability to manage complex customer interactions in a fast-paced environment.. Responsibilities:. . Lead, train, and mentor a team of customer service agents to deliver exceptional support.. . Identify and implement solutions to address the . root cause. of recurring customer issues, ensuring long-term resolution and improved processes.. . Develop and maintain customer service SOPs to drive efficiency and consistency.. . Provide timely and effective support to customers via email and chat.. . Oversee customer issues related to website functionality, account management, subscriptions, orders, and payments.. . Manage and monitor the end-to-end order fulfillment process to ensure accuracy and timely delivery.. . Utilize internal tools and systems such as . Shopify. , . Recharge. , . Rebuy. , and . Gorgias CRM. to manage customer interactions and resolve inquiries.. . Collaborate with internal teams to align customer service strategies with marketing, product, and fulfillment initiatives.. . Create and manage detailed performance reports using data analytics tools to identify trends and implement improvements.. . Develop and maintain self-service resources such as help center articles and FAQs to empower customers.. . Stay informed about new product releases and feature updates to provide accurate information to customers.. . Ensure all customer interactions are handled professionally, positively, and in alignment with company values.. . Qualifications:. . Bachelor's degree in Business Administration, Communications, or related field.. . Minimum of . 5 years experience. in customer service management, ideally in an e-commerce or subscription-based environment.. . Proven leadership experience with a track record of managing and coaching customer support teams.. . Strong technical aptitude with the ability to quickly learn new tools and platforms.. . Proficiency in CRM systems (. Gorgias preferred. ) and e-commerce platforms (. Shopify. ).. . Experience with subscription management platforms such as . Recharge. is a plus.. . Strong problem-solving skills with the ability to implement strategic solutions for recurring issues.. . Excellent communication, interpersonal, and conflict resolution skills.. . Experience working with Microsoft Office Suite and Google Workspace tools.. . Analytical mindset with experience using data tools to track performance and identify areas for improvement.. . Ability to work independently and collaboratively within a team environment.. . Demonstrated ability to manage multiple priorities in a fast-paced environment.. . Company Location: Philippines.