[Hiring] Customer Service Manager @Penbrothers

Role Description

The Customer Service Manager is a full-time, 100% remote position based in the Philippines, reporting directly to the Operations Manager. Working hours are from 5:00 PM to 2:00 AM PHT / 10:00 AM to 7:00 PM BST, with flexibility required to adjust schedules and maintain visibility across both UK and US coverage. The position offers a starting base salary of $2,000 per month subject to a standard probationary period. As a hands-on, player-coach leader, you will build and run an AI-first customer service function that automates repetitive support interactions while maintaining high quality and CSAT. In addition to leading a lean team, you will personally manage complex escalations, chargebacks, refunds, adverse product events, and supplier coordination, while transforming the customer support operation into a revenue-generating retention channel.

What You’ll Do

• AI Transformation: Design and execute an AI-first support model; select, train, and optimize AI agents/chatbots across email, chat, and phone to automate repetitive tickets while maintaining quality and CSAT.
• Hands-On Support: Work directly in the queue to personally handle complex cases, sensitive customer issues, escalations, chargebacks, subscription saves, and adverse product events.
• Team Leadership & Coverage: Audit workflows, build a specialist CS unit, set performance standards, and manage shift coverage/schedules across UK and US operating hours.
• Revenue & Retention: Drive sales through CS playbooks, cross-sells, upsells, win-back scripts, and subscription save flows.
• Refunds & Chargebacks: Manage CS-side refunds, analyze root causes for preventable refunds, and lead chargeback prevention in partnership with Finance.
• Adverse Events & Critical Escalations: Document and route high-risk, product-safety, or adverse event signals according to internal compliance protocols.
• Supplier Coordination: Partner directly with suppliers and fulfillment partners to handle after-sales issues such as defects, missing items, damaged products, and reshipments.
• Platform Management: Manage Freshdesk (or equivalent), knowledge bases, AI training data, prompt quality, macros, and routing.
• Order & 3PL Investigation: Utilize ShipBob and order management platforms to investigate logistics and fulfillment issues.
• Reporting & Insights: Deliver weekly reporting on CSAT, automation rates, response times, save rates, chargebacks, and adverse events to inform wider operations, marketing, and product teams.

Qualifications

• CS Experience: 5+ years total in Customer Service, with 3+ years in a leadership/operational management role.
• DTC E-commerce: 3+ years of recent, hands-on experience in physical product DTC e-commerce (US market experience strongly preferred).
• AI Support Operations: Proven track record implementing and running AI-enabled CS tools (e.g., Freshdesk Freddy, Zendesk AI, Gorgias AI, Intercom Fin) with measurable automation results.
• Player-Coach Leadership: Comfortable working directly in ticket queues as part of regular day-to-day operations.
• Technical Stack: Strong proficiency with Freshdesk, Zendesk, Gorgias, or Intercom, along with order management/3PL systems like ShipBob.
• Subscriptions & Save Flows: Direct experience handling subscription models, churn reduction, and save playbooks.
• Language: Excellent written and spoken English communication skills.

Nice-to-Have

• Industry experience in supplements, personal care, cosmetics, or devices.

Core Competencies

• Commercial Mindset: Ability to view customer interactions as revenue retention and growth opportunities.
• Tech-First & Data-Driven: Defaulting to automation for repetitive tasks while relying on data to guide operational decisions.
• Judgment & Risk Awareness: Strong sense of when to resolve tickets independently versus escalating safety, financial, or product concerns.
• Resourcefulness & Adaptability: Entrepreneurial problem-solving skills combined with effective cross-functional communication.

What You’ll Get

• 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.