Customer Service Team Lead

Manila - Philippines

Monthly Salary: Not Disclosed

Posted on: 30+ days ago

Vacancies: 1 Vacancy

Job Summary

Job Title: Customer Service Team Lead
Location: Remote
Reports To: TBD
Work Shift: Flexible with partial overlap to U.S. business hours preferred
Working Hours: 40 hours per week / Full-time

Job Description:

Were looking for a proactive and highly organized Customer Service Specialist to lead and scale our customer support operations. This is not a traditional support role we need someone who can both manage daily customer inquiries and help build out the systems tools and processes that will shape our support infrastructure as we grow.

Key Responsibilities:

Respond to customer inquiries daily through Richpanel (our helpdesk tool)
Handle returns refunds exchanges and shipping issues and build out clear processes for each
Manage our replacement parts program (track orders in and coordinate fulfillment with the warehouse)
Create and maintain our FAQ and help center content
Implement new tools and software as needed (e.g. returns management automation or AI support tools)
Set up and document customer service workflows SOPs and automations
Collaborate cross-functionally with marketing fulfillment and product teams to improve the customer experience
Use AI tools to streamline responses templates and repetitive tasks

Qualifications:

2 years in Shopify-based eCommerce customer service
Proven experience building or improving CS systems and processes
Strong written English and communication skills
Familiarity with AI tools and automation
Shopify (expert-level) Richpanel Google Workspace Slack
Comfortable vetting and implementing new software solutions
Organized detail-oriented and proactive able to work independently and take ownership
Experience managing or mentoring small teams is a plus (possibly needed for future if volume grows)
Understanding of logistics and fulfillment workflows
Experience with the U.S.-based customer communication standards

Job Title: Customer Service Team LeadLocation: RemoteReports To: TBDWork Shift: Flexible with partial overlap to U.S. business hours preferredWorking Hours: 40 hours per week / Full-timeJob Description:Were looking for a proactive and highly organized Customer Service Specialist to lead and scale ou...