Customer service manager

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: TYPE OF WORK

Full Time

: SALARY

750

: HOURS PER WEEK

40

: DATE UPDATED

Dec 19, 2025

JOB OVERVIEW

Customer Service Manager

(HR & Recruitment Focus | Office Setup Role)
Location: Clark Freeport Zone, Pampanga
Employment Type: Full-Time, In-Person
Work Schedule: U.S. Eastern Time (EST) Hours
Serving: U.S.-Based Company

About the Role

We are in the setup stage of launching a new in-person office in the Clark Freeport area and are seeking an experienced Customer Service Manager to help build and lead this operation from the ground up.

This is a key leadership role responsible for managing customer service operations while also owning recruitment, HR processes, onboarding, and team development. The ideal candidate is comfortable building structure, setting standards, and managing people in a professional, U.S.-aligned service environment.

Key Responsibilities

Office & Team Setup
• Support the launch and organization of the Clark Freeport office
• Help establish workflows, schedules, policies, and service standards
• Build a strong, accountable, in-person team culture

Customer Service Management
• Oversee daily customer service operations serving U.S. customers
• Ensure high-quality, professional communication aligned with U.S. expectations
• Track KPIs, quality metrics, and team performance
• Handle escalations and complex customer situations

HR & Recruitment
• Recruit, interview, and hire customer service representatives
• Build and manage a local hiring pipeline
• Lead onboarding, training, and ongoing coaching
• Conduct performance reviews and manage attendance and discipline
• Maintain HR documentation and compliance

Leadership & Communication
• Lead and motivate tea ---------- mbers
• Act as the main point of contact between U.S. management and local staff
• Provide regular reporting on staffing, performance, and operations

Required Qualifications
• Proven experience as a Customer Service Manager, Operations Manager, or Team Lead
• Hands-on HR and recruitment experience
• Excellent spoken and written English (clear, professional, neutral accent preferred)
• Experience working with U.S.-based companies or customers
• Strong leadership, organization, and problem-solving skills
• Comfortable working in person and during U.S. Eastern Time hours

Preferred Qualifications
• Experience launching or scaling a new office or team
• Background in BPO, shared services, or call center operations
• Familiarity with CRM and customer service platforms
• Knowledge of local hiring practices in Pampanga.

Application Requirements

To be considered, applicants must submit all of the following:
1. Updated resume
2. Brief cover letter outlining relevant experience
3. Voice note (approximately 2 minutes) in English, explaining:
• Your customer service and management experience
• Your HR and recruitment background
• Why you believe you are the best fit to help launch this office
4. Your expected monthly salary (in PHP)

Applications missing any of the above will not be reviewed.

What We Offer
• Foundational leadership role in a newly launching office
• Opportunity to build and lead a team from the ground up
• Competitive compensation based on experience
• Long-term growth potential
• Direct collaboration with U.S. leadership

SKILL REQUIREMENT

HR Management Team Leadership

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Customer service manager

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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