More Staffing LLC is hiring a Customer Service Manager to lead the customer experience function for a global e-commerce home & furniture brand. This role blends technical troubleshooting expertise with strategic process leadership to build and scale a world-class customer journey.
What You'll Do
- Provide hands-on technical assistance to customers, including furniture assembly guidance and home improvement troubleshooting.
- Offer detailed best practices and solutions for product setup and use.
- Oversee ticketing systems, live chat, reviews management, and knowledge base tools to ensure seamless operations.
- Monitor customer feedback and implement strategies to improve satisfaction and reduce escalations.
- Create and maintain Standard Operating Procedures (SOPs), workflows, and knowledge resources for the customer experience team.
- Establish best practices for response times, communication quality, and issue resolution.
- Act as the go-to resource for resolving complex customer issues and managing escalations professionally.
- Identify gaps in processes, propose improvements, and execute initiatives that scale with company growth.
- Collaborate cross-functionally to align customer experience with business objectives.
What We're Looking For
- Proven technical experience with furniture assembly, troubleshooting, or home improvement.
- Strong background in customer service operations, including ticketing systems, live chat, and review management.
- Experience writing SOPs, setting up workflows, and building scalable support systems.
- Ability to manage escalations effectively and maintain a customer-first mindset.
- Excellent communication skills (written & verbal) for both customer-facing and internal documentation.
- Resourceful, proactive, and solutions-driven, with the ability to work independently and adapt to changing systems.
- Process-oriented but flexible, with strong problem-solving skills and attention to detail.
- Leadership potential, capable of owning and scaling the customer experience function.
Nice to Have
- Previous experience in a customer experience leadership role or operations management.
- Familiarity with tools like Zendesk, Freshdesk, Intercom, or similar platforms.
- Experience in knowledge base creation and self-service resource development.
Benefits & Compensation
- No agency fees / salary cuts – you receive your full salary.
- Work directly with international clients (100% remote) – be part of their core team.
- Executive coaching & career support – grow with ongoing guidance from a coach.
- Talent Referral Program – earn rewards when you refer successful hires.
- Be part of a strong Philippine talent pipeline – join a community of top professionals building global careers.
Work Mode
This is a 100% remote position, offering the opportunity to work directly with international clients as part of their global team.
