Customer Service Manager

Location: Remote, Philippines

Company

hirify.global develops mushroom coffee and superfood products focused on wellness, innovation, and helping customers improve daily wellbeing.

What you will do

• Lead day-to-day operations across the global contact center and maintain consistent service delivery across customer support channels.
• Set goals, coach team members, conduct one-on-ones and performance reviews, and support employee development and accountability.
• Manage escalated, sensitive, and complex customer cases in line with company policies.
• Monitor service-level agreements, quality standards, schedules, workflows, staffing, and coverage during seasonal and peak-volume periods.
• Track response time, resolution time, productivity, quality, CSAT, and NPS; use data to guide coaching and operational decisions.
• Lead customer service projects and collaborate with Training, Quality, Operations, internal stakeholders, and external partners on process and system improvements.

Requirements

• High school diploma or equivalent required.
• At least five years of customer service leadership experience, preferably in a contact center, outsourced, or multi-location environment.
• Experience leading customer service teams and managing day-to-day operations in a high-volume environment.
• Strong experience with performance management, coaching, employee development, and team engagement.
• Proven ability to lead projects, optimize processes, and improve workflow efficiency.
• Strong analytical, organizational, written, and verbal communication skills, including presenting recommendations to leadership.
• Resourceful and adaptable leadership style suited to a fast-paced, evolving organization.
• Experience working cross-functionally and managing internal stakeholder and external partner relationships.
• Proficiency with customer service platforms, workforce tools, and CRM systems such as Zendesk, Gorgias, or similar platforms.

Nice to have

• Bachelor’s degree preferred.

Culture & Benefits

• Fully remote work environment.
• Opportunity to build and shape hirify.global’s in-house customer service operation alongside the CEO.
• Performance bonus eligibility.
• Equity opportunity as the company scales.
• Health, dental, and vision benefits, 401(k) with match, and flexible PTO.