Customer Service Team Manager

About the Role

The Customer Service Team Manager leads and mentors a team of Account Managers who support multiple clients, ensuring high-quality delivery of repair and maintenance services. This role is heavily client-facing, emphasizing relationship management, operational excellence, and service growth across accounts.

Key Responsibilities

Team Leadership & Development:

• Manage, coach, and develop Account Managers to ensure performance and client satisfaction.
• Conduct training, performance reviews, and regular feedback sessions.
• Oversee onboarding of new clients and system training (ServiceSync WOM).
• Support recruitment and interviews for the team.
• Ensure professionalism and strong client communication standards across the team.

Client Management & Service Delivery:

• Oversee repair and maintenance service delivery for multiple clients.
• Act as the escalation point for client issues and ensure timely resolution.
• Lead monthly client meetings and ongoing client check-ins.
• Review feedback and identify service improvement opportunities.
• Collaborate with Sales (solutions, pricing) and Accounting (billing accuracy, escalations).
• Strengthen client relationships and identify upsell/growth opportunities.
• Represent the company in virtual client meetings (Microsoft Teams, etc.).

Account & Operational Support:

• Support the execution of work orders and account management needs.
• Manage vendor performance, expectations, and coordination.
• Participate in an after-hours on-call rotation.
• Ensure quality assurance and service provider compliance.
• Support the onboarding, vetting, and development of the vendor network.

Process, Projects & Continuous Improvement:

• Lead or support operational improvement and business growth projects.
• Improve workflows, processes, and service delivery standards.
• Address operational issues with practical solutions.

Operational Oversight & Reporting:

• Monitor account manager performance and SLA compliance.
• Conduct weekly team performance meetings.
• Prepare monthly reports on operations and performance.
• Support budgeting, cost control, and profitability targets (aiming for a 15% margin).
• Maintain software/system oversight and participate in UAT testing.

Executive Collaboration:

• Provide performance, client, and financial updates to leadership.
• Support strategic planning and process improvement initiatives.
• Identify service gaps and recommend business growth opportunities.
• Coordinate closely with Accounting for accurate billing and reporting.

Additional Requirements

• Rotating on-call availability for after-hours support.
• May handle additional projects or accounts as assigned by leadership.
• Excellent English communication (written and verbal).
• Experience in Facility Management, Repair & Maintenance, or a similar service industry is preferred.
• Background in Account Management, Client Success, or service delivery is strongly preferred.
• Strong leadership and people management skills.
• Experience working with vendors, contractors, or service providers.
• Strong computer literacy (MS Office, service platforms, virtual tools).
• Comfortable leading Microsoft Teams client meetings.
• Ability to manage multiple accounts in a fast-paced environment.
• Sales or upselling experience.

Preferred Experience

• Facility management / repair & maintenance operations.
• Supervising or mentoring account managers.
• Service/work order management systems.
• Client relationship growth / upselling.
• Virtual client-facing roles.

Benefits

• HMO with 1 free dependent upon hire.
• Life Insurance.
• 20 PTO credits annually.
• VL and SL cash conversion.
• Annual Performance-Based Merit Increases and Employee Recognition.
• Great Company Culture.
• Career Growth and Learning.
• WFH set-up, Night Shift.

Compensation

• 40,000 PHP - 60,000 PHP