Customer Service Manager (Retention)

TL;DR

Customer Service Manager (Retention): Managing and leading a customer service team to achieve company goals and maintain high customer satisfaction with an accent on ensuring employee customer orientation, productivity, and performance through guidance and issue resolution. Focus on creating and implementing team and individual action plans, conducting essential coaching and mentoring, and continuously improving internal procedures and customer satisfaction.

Location: Cebu

Company

hirify.global is a leading European provider of cloud infrastructure, cloud services, and hosting services for small and medium-sized businesses, serving six million customers across 18 markets globally.

What you will do

• Manage and lead a customer service team, ensuring customer orientation and productivity.
• Provide guidance, information, and assistance to employees for efficient job performance.
• Act as the primary contact for work-related employee needs and resolve team concerns.
• Monitor team performance, submit reports, and implement corrective actions for performance issues.
• Drive team and individual development through coaching and mentoring.
• Spearhead monthly retention activities and initiatives to promote teamwork and customer satisfaction.

Requirements

• Education or training in Computer Science, IT, or equivalent experience.
• Excellent English verbal and written communication skills.
• Strong technical and customer service knowledge, including internal systems.
• Proven experience in Customer Service and Technical Support.
• Strong leadership skills.
• Organized, driven, and results-oriented.

Culture & Benefits

• Open structures, friendly working culture, and flat hierarchies with a strong team spirit.
• Environment that supports growth and development.
• Values diversity and welcomes all applications regardless of background.
• Emphasis on work and fun being compatible.