Head of Customer Service & Operations Lead

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: TYPE OF WORK

Full Time

: SALARY

Extremely competitive, based on exp

: HOURS PER WEEK

TBD

: DATE UPDATED

Feb 26, 2026

JOB OVERVIEW

- Philippines (Remote) | Full-Time
- Supporting US-Based Sales Team | Licensed NCAA, NBA & Pro League Apparel

Varsity Base is a fast-growing, U.S.-based customizable licensed apparel company specializing in premium letterman jackets and licensed collegiate & professional sports apparel.

We are entering a rapid growth phase with new NCAA, NBA, and other professional league licenses — and we need a serious operator in the Philippines to step into a leadership role.

This is not a basic customer service job.

This is a career opportunity to become the operational backbone of a scaling international apparel company.

The Role

We are hiring a Senior Customer Service & Operations Lead who will:
• Lead and oversee our existing Philippines-based customer service team (4 reps)
• Support US sales reps with operational coordination
• Manage complex and large orders requiring multi-party communication
• Handle non-standard customer cases using critical thinking
• Improve and design SOPs for a scaling licensed apparel business
• Own Zendesk workflows, automation, reporting & performance tracking
• Reduce escalations to CEO by solving problems independently

You will start as a senior rep to fully understand our workflows, products, and standards — then transition into a leadership role based on performance.

Who This Is For

This role is ONLY for someone who:
• Has proven leadership experience in customer service (e-commerce required)
• Has deep, hands-on Zendesk expertise (automation, macros, triggers, reporting)
• Has experience handling complex / high-value / bulk orders
• Understands international logistics and factory communication
• Has written and improved Standard Operating Procedures
• Thinks independently and makes decisions without constant escalation
• Is calm under pressure and structured in communication

If you are looking for a basic CS job — this is NOT for you.

If you want to help build a global licensed apparel brand — keep reading.

What Success Looks Like

Within 6–12 months you will:
• Fully manage the PH customer service team
• Reduce CEO escalations by 80%+
• Implement improved SOPs for edge cases and large orders
• Improve Zendesk efficiency, first response time, and CSAT
• Act as operations support bridge between:
• US Sales Reps
• Customers
• Factory / Production
• Design Team

Compensation
• Competitive fixed salary (based on experience)
• Performance-based bonuses tied to KPIs such as:
• CSAT
• First Response Time
• Escalation Reduction
• Ticket Resolution Efficiency
• Large Order Accuracy & On-Time Processing

This is a long-term leadership opportunity with growth potential.

APPLICATION REQUIREMENTS (MANDATORY)

To apply, you MUST submit:
1. Your CV
2. A short video (up to 1 minute) answering:
• Why are you a strong fit for this leadership role?
• What experience do you have with Zendesk?
• Why do you want to work with Varsity Base?

Before recording your video:
Review our website: ----------

Applications without a video will NOT be considered.

Important
• Only candidates with prior leadership experience should apply.
• Only serious applications will be reviewed.
• This is a high-responsibility role during a major growth phase.
• We are building a licensed global apparel brand — standards are high.

If you believe you can lead, think critically, and build systems inside a scaling international company, we want to hear from you.

Apply now.

SKILL REQUIREMENT

Zendesk Customer Service Leadership

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Head of Customer Service & Operations Lead

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

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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