--- title: "Customer Service Manager" company: "Fresh Prints" company_url: "https://www.remjobs.works/companies/fresh-prints" url: "https://www.remjobs.works/job/fresh-prints-customer-service-manager-b1c9589c-2215-4fd4-bc51-e5bbbd9e5bad" apply_url: "https://job-boards.greenhouse.io/freshprints/jobs/6193555004" workplace: remote location: "Philippines (Remote)" remote_scope: "Philippines" employment_type: unspecified seniority: mid role: other region: asia-pacific skills: ["salesforce"] date_posted: 2026-09-15T19:51:08.000Z first_seen_by_remjobs: 2026-09-15T20:05:17.606Z --- # Customer Service Manager **Fresh Prints** · Philippines (Remote) Apply: https://job-boards.greenhouse.io/freshprints/jobs/6193555004 ## About Fresh Prints Create trendy sorority, frat, and club apparel using our design tool. Start from a photo or one of our 6,000+ design ideas. Print on 2,000+ t-shirts, sweaters, sweatpants, hoodies, hats, and more. ## About the role ### Customer Service Manager #### About the Role We are looking for an experienced **Customer Service Manager** to lead and develop a high-performing customer support team. This person will be responsible for overseeing day-to-day customer service operations, improving service quality, coaching team members, and ensuring customers receive timely, professional, and effective support. The ideal candidate is a hands-on people leader who is comfortable working in a fast-paced environment, using data to drive decisions, and partnering with other teams to resolve customer issues and improve the overall customer experience. #### Key Responsibilities ##### Team Leadership & Management - Lead, coach, and develop a team of Customer Service Representatives/Agents. - Set clear performance expectations and monitor individual and team performance. - Conduct regular 1:1s, performance reviews, coaching sessions, and team meetings. - Identify training and development needs and create plans to address performance gaps. - Foster a positive, accountable, and customer-focused team culture. - Support hiring, onboarding, and ramp-up of new customer service team members. ##### Customer Service Operations - Oversee day-to-day customer service operations and ensure appropriate coverage and staffing. - Monitor customer inquiries, escalations, response times, resolution times, and overall service levels. - Ensure customer issues are handled efficiently and escalated appropriately. - Take ownership of complex or high-priority customer escalations when needed. - Develop and maintain customer service processes, procedures, and standards. - Identify operational inefficiencies and implement improvements. ##### Performance & Quality Management - Establish and track KPIs such as CSAT, response time, resolution time, SLA attainment, first-contact resolution, ticket volume, and productivity. - Analyze performance data and identify trends, recurring issues, and opportunities for improvement. - Conduct quality reviews and provide actionable feedback to team members. - Develop action plans to improve team performance and customer satisfaction. - Prepare regular performance reports and communicate key findings to leadership. ##### Cross-Functional Collaboration - Partner with Product, Operations, Engineering, Sales, Finance, and other teams to resolve recurring customer issues. - Communicate customer feedback and trends to relevant internal stakeholders. - Help identify product, process, or policy improvements based on customer interactions. - Ensure effective communication and handoffs between customer service and other departments. ##### Process & Continuous Improvement - Build and improve knowledge bases, FAQs, workflows, and customer service documentation. - Identify opportunities to automate or streamline repetitive support processes. - Establish scalable processes as the customer service organization grows. - Stay informed about customer service best practices, tools, and technologies. #### Qualifications - 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 Qualifications - Experience managing a high-volume customer support operation. - Experience with SaaS, technology, e-commerce, marketplaces, or other fast-paced customer-facing businesses. - Experience working with tools such as Zendesk, Salesforce, Intercom, Gorgias, Freshdesk, or similar platforms. - Experience managing remote or distributed customer service teams. - Experience with workforce planning, scheduling, forecasting, or capacity management. - Experience implementing customer service process improvements or automation. #### What We're Looking For The successful candidate will be: - A strong people leader who knows how to coach and motivate a team. - Customer-focused while also balancing business and operational needs. - Data-driven, using metrics to identify problems and make decisions. - Hands-on, willing to jump into difficult customer issues when necessary. - Accountable and organized, with strong follow-through. - Collaborative, able to work effectively across departments. - Process-oriented, with a focus on building scalable and consistent support operations. - Calm under pressure and comfortable handling escalations and challenging situations. #### Key Success Metrics Success in this role will be measured through improvements in: - Customer satisfaction (CSAT) - First-contact resolution - Response and resolution times - SLA attainment - Customer retention/experience - Team productivity - Quality scores - Employee engagement and retention - Escalation volume and resolution - Operational efficiency --- Source: Fresh Prints's own career page, read by RemJobs. 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