GearLaunch - Head of Customer Service

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💎 Seniority level: Manager, 3+ years

📍 Location: The Philippines, MDT

🔍 Industry: E-commerce

🏢 Company: Fresh Prints👥 251-500 E-Commerce Fashion

🗣️ Languages: English

⏳ Experience: 3+ years

🪄 Skills: LeadershipPeople ManagementCross-functional Team LeadershipCustomer serviceMentoringExcellent communication skillsTeam managementProcess improvementCustomer SuccessEnglish communication

Requirements:

At least 1 year of experience in the e-commerce industry.
At least 3 years in a managerial role leading a Customer Service team.
Experience in a pioneering role—able to build and optimize processes from the ground up.
Strong leadership skills with the ability to inspire and develop a team.
High emotional intelligence (EQ) and excellent interpersonal skills.
Exceptional problem-solving abilities and a data-driven mindset.
Proficiency in customer service tools is a plus.
Native or near-native English fluency.

Responsibilities:

Oversee the entire Customer Service function, ensuring a seamless experience for customers.
Develop, refine, and implement support processes that improve efficiency and customer satisfaction.
Lead, mentor, and develop a team of customer service professionals, fostering a high-performance culture.
Set clear KPIs and drive the team to achieve operational excellence.
Identify gaps and areas for improvement, implementing solutions to enhance service quality.
Collaborate cross-functionally with product, operations, and marketing teams to provide customer insights.
Manage escalations and critical customer issues, ensuring timely resolution.
Stay up to date on e-commerce trends and customer service best practices to continuously improve operations.

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