Customer Service Manager

🔥 4 hours ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

💝 Customer Support

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Fresh Prints

WebsiteLinkedInAll Job Openings

11 - 50 employees

Founded 2013

🛒 Retail

🛍️ eCommerce

👥 B2C

Retail • eCommerce • B2C

Fresh Prints is a company specializing in custom collegiate merchandise. They offer a wide range of apparel including hoodies, shirts, sweaters, and sweatpants, catering primarily to college students and organizations such as fraternities and sororities. Customers can customize their garments using Fresh Prints' design tool and upload their own inspirations for a personalized touch. The company operates online and is based out of New York City. They are actively engaged with their community through social media and an interactive blog, and they provide opportunities for students to become campus managers, enhancing their presence in the collegiate community.

📋 Description

• Lead, coach, and develop a team of Customer Service Representatives/Agents • Set performance expectations and monitor individual and team performance • Conduct 1:1s, performance reviews, coaching sessions, and team meetings • Identify training and development needs and address performance gaps • Support hiring, onboarding, and ramp-up of new team members • Oversee day-to-day customer service operations, coverage, and staffing • Monitor inquiries, escalations, response times, resolution times, and service levels • Handle complex or high-priority customer escalations • Develop and maintain customer service processes, procedures, and standards • Identify inefficiencies and implement operational improvements • Establish and track KPIs including CSAT, response time, resolution time, SLA attainment, first-contact resolution, ticket volume, and productivity • Analyze performance data, trends, recurring issues, and improvement opportunities • Conduct quality reviews and provide actionable feedback • Prepare performance reports and communicate findings to leadership • Partner with Product, Operations, Engineering, Sales, Finance, and other teams to resolve recurring customer issues • Communicate customer feedback and trends to internal stakeholders • Build and improve knowledge bases, FAQs, workflows, and customer service documentation • Identify automation and process-streamlining opportunities • Establish scalable processes as the customer service organization grows

🎯 Requirements

• 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: experience managing a high-volume customer support operation • Preferred: experience with SaaS, technology, e-commerce, marketplaces, or other fast-paced customer-facing businesses • Preferred: experience with Zendesk, Salesforce, Intercom, Gorgias, Freshdesk, or similar platforms • Preferred: experience managing remote or distributed customer service teams • Preferred: experience with workforce planning, scheduling, forecasting, or capacity management • Preferred: experience implementing customer service process improvements or automation