Customer Service Team Manager

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SuperStaff

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2009

🤝 B2B

🛍️ eCommerce

🎯 Recruiter

B2B • eCommerce • Recruitment

SuperStaff is an outsourcing provider with talent hubs and call centers located in the Philippines, Colombia, and the United States. They specialize in building fully engaged leased teams and providing customized BPO solutions. Their services include multilingual support, customer service outsourcing, recruitment process outsourcing, e-commerce outsourcing, and knowledge process outsourcing. With a focus on cost-efficiency and scalable processes, SuperStaff helps businesses expand their talent pools, reduce operational costs, and improve performance across various functions. Their commitment to transparency and high performance drives their partnerships with global businesses.

📋 Description

• Manage, coach, and develop Account Managers to ensure performance and client satisfaction • Conduct training, performance reviews, and regular feedback sessions • Oversee onboarding of new clients and system training (ServiceSync WOM) • Support recruitment and interviews for the team • Ensure professionalism and strong client communication standards across the team • Oversee repair and maintenance service delivery for multiple clients • Act as escalation point for client issues and ensure timely resolution • Lead monthly client meetings and ongoing client check-ins • Review feedback and identify service improvement opportunities • Collaborate with Sales (solutions, pricing) and Accounting (billing accuracy, escalations) • Strengthen client relationships and identify upsell/growth opportunities • Support execution of work orders and account management needs • Manage vendor performance, expectations, and coordination • Participate in after-hours on-call rotation • Ensure quality assurance and service provider compliance • Support onboarding, vetting, and development of vendor network • Lead or support operational improvement and business growth projects • Improve workflows, processes, and service delivery standards • Address operational issues with practical solutions • Monitor account manager performance and SLA compliance • Conduct weekly team performance meetings • Prepare monthly reports on operations and performance • Support budgeting, cost control, and profitability targets (15% margin goal) • Maintain software/system oversight and participate in UAT testing • Provide performance, client, and financial updates to leadership • Support strategic planning and process improvement initiatives • Identify service gaps and recommend business growth opportunities • Coordinate closely with Accounting for accurate billing and reporting

🎯 Requirements

• Excellent English communication (written and verbal) • Experience in Facility Management, Repair & Maintenance, or similar service industry preferred • Background in Account Management, Client Success, or service delivery strongly preferred • Strong leadership and people management skills • Experience working with vendors, contractors, or service providers • Strong computer literacy (MS Office, service platforms, virtual tools) • Comfortable leading Microsoft Teams client meetings • Ability to manage multiple accounts in a fast-paced environment • Sales or upselling experience • Preferred Experience • Facility management / repair & maintenance operations • Supervising or mentoring account managers • Service/work order management systems • Client relationship growth / upselling • Virtual client-facing roles

🏖️ Benefits

• HMO with 1 free dependent upon hire • Life Insurance • 20 PTO credits annually • VL and SL cash conversion • Annual Performance-Based Merit Increases and Employee Recognition • Great Company Culture • Career Growth and Learning • WFH set-up, Night Shift