Customer Service Manager - In Office Job New York New York USA,Customer Service/HelpDesk

Position: Customer Service Manager - In Office Only
Location: New York

Role Summary

We are hiring a Customer Service Manager to own the performance, systems, and day-to-day execution of our customer support operation. This role manages a distributed team of approximately 15 agents across the Philippines and the United States. The manager is responsible for ensuring strong customer experience, operational efficiency, and alignment with company priorities. This is an operational leadership role. The right candidate is highly organized, comfortable managing remote teams, and capable of building workflows, automations, and AI‑assisted processes that improve speed and quality of support.

We are looking for someone ambitious, growth‑oriented, and eager to take ownership of a critical customer‑facing function.

Key Responsibilities

Team Leadership
- Manage and develop a team of customer support agents across multiple time zones
- Set clear expectations, KPIs, and performance standards for the team
- Conduct regular performance reviews, coaching, and accountability management
- Recruit, onboard, and train new support agents as the team grows
Customer Support Operations
- Oversee daily support activity across email, chat, and phone
- Monitor ticket queues and workload distribution to maintain service levels
- Escalate complex issues and coordinate with internal teams when necessary
Workflow and Automation
- Design and improve support workflows, macros, and internal processes
- Implement automations that reduce manual work and improve response speed
- Continuously refine ticket routing, tagging, and knowledge base systems
AI and Support Technology
- Implement and manage AI‑powered customer support tools
- Build and improve AI agents that can resolve customer tickets automatically
Metrics and Performance Management
- Own and manage the core support KPIs:
  First response time, Resolution time, CSAT (customer satisfaction score), Number of ticket touches per issue
Cross‑Team Coordination
- Work with operations, ecommerce, logistics, and product teams to resolve recurring issues
- Provide structured feedback on product issues, shipping problems, and customer pain points
- Ensure customer support insights inform business decisions

Required Qualifications

Experience managing a remote customer support team
Experience using Gorgias or similar helpdesk platforms
Strong operational and organizational skills
Ability to build and improve workflows, automations, and support systems
Data‑driven approach to performance management
Strong problem‑solving ability and good judgment
Highly accountable with a strong ownership mindset

Preferred Qualifications

Experience managing ecommerce customer support teams
Experience supporting Amazon or marketplace‑based businesses
Experience implementing AI support tools or AI ticket agents
Experience optimizing helpdesk automations and macros
Familiarity with operational reporting and support analytics
Experience scaling customer support operations

#J-18808-Ljbffr