[Hiring] Customer Experience Manager @Penbrothers

Role Description

The Customer Experience Manager leads the customer support and returns team while driving improvements across the end-to-end customer service experience. This role combines hands-on team leadership, operational oversight, and service design expertise to deliver fast, consistent, and commercially effective support for our clients. The manager will spearhead customer service initiatives—including automation, workflow optimization, and process enhancements—collaborating with cross-functional teams to boost efficiency, stability, and velocity, while continuously elevating overall customer satisfaction.

Work hours: Monday to Friday 9:00 AM to 6:00 PM PH Time

Work set-up: Remote

What you’ll do

• Service Design & Process Improvement
  • Map and optimize the customer journey from inquiry to post-sale and returns.
  • Identify pain points (e.g., delays, low conversion, misaligned expectations, return disputes) and implement solutions.
  • Develop and improve SOPs for customer support, negotiation handling, and returns workflows.
  • Lead and execute customer service projects, including automation, workflow optimization, and process enhancements.
  • Work cross-functionally with operations, merchandise, sales, and tech teams to implement solutions and improve end-to-end service delivery.
  • Drive continuous improvement initiatives to enhance efficiency, scalability, and overall customer experience.
• Team & Performance Management
  • Manage, coach, and develop a team of five Customer Care Support and Returns Associates.
  • Set clear expectations, schedules, and performance standards.
  • Define and track KPIs (response time, resolution time, return turnaround time, customer satisfaction).
  • Monitor team performance and ensure SLAs are consistently met.
  • Analyze trends in support tickets and returns to identify root causes.
  • Prepare regular reports with actionable insights.
• Operational Oversight
  • Oversee daily customer support, product inquiries, and marketplace negotiations across all sales channels (B2B and B2B2C).
  • Ensure fast, professional, and commercially effective responses to customers.
  • Guide the team in converting inquiries and marketplace negotiations into successful transactions (assisted conversions).
  • Supervise returns, disputes, and refund processes to ensure accuracy and timeliness.
  • Implement strategies to proactively prevent avoidable returns (e.g., partial refunds or commercial adjustments).
  • Handle escalations, including high-value or sensitive cases.

Qualifications

• Managerial Maturity: Minimum of two (2) years of experience in a formal people management role.
• Service Design & Optimization Mindset: Experience in process improvement, automation, or service design.
• Data Proficiency: Capability in analyzing and working with large, unstructured datasets to generate clear, actionable insights.
• Technical Collaboration: Ability to translate business needs into clear technical requirements.
• High Autonomy: Demonstrated ability to operate independently and make sound decisions.
• Transparency & Resilience: Open and constructive approach to identifying operational challenges and service gaps.

Preferred Experience (Nice-to-Have)

• Premium/Upmarket Service: Experience managing customer journeys for premium or high-end products and services.
• Tool Implementation: Familiarity with CRM and analytics platforms (e.g., Zendesk, Salesforce, Freshdesk, PowerBI, or Looker Studio).

Our Hiring Process

We utilize AI tools to enhance hiring efficiency and ensure a fair evaluation. Consequently, candidates will engage with an AI Interviewer, supervised by Human Talent Acquisition Experts who will support your entire application journey.

Our AI Expectations: While we encourage you to use AI for CV refinement and research, we require that all interviews and assessments be completed through your own authentic effort. The use of real-time AI assistance during interviews or to complete skills tests is strictly prohibited to ensure a fair and genuine evaluation of your capabilities.

Benefits

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.
• Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.
• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.
• Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.