Customer Service Manager

**Customer Service Manager**

**Location:** Remote (Philippines)
**Company:** Waza Home Comfort
**Team Size:** 5+ Customer Service Representatives
**Compensation:** $7 USD/hour

**About Us:**
Waza is a fast-growing, customer-focused HVAC company that prides itself on delivering high-quality service across Canada. With a dynamic, supportive team culture, we are committed to creating seamless and reliable experiences for our customers.

**Position Summary:**
We are looking for an experienced Customer Service Manager to lead our remote customer service team in the Philippines. You will oversee a team of 5+ representatives, driving performance, ensuring customer satisfaction, and helping streamline operations. The ideal candidate has strong management experience, excellent communication skills, and a proactive approach to problem-solving.

**Responsibilities:**
- **Team Leadership:** Supervise and support a team of 5+ remote customer service representatives, fostering a positive and productive work environment.
- **Performance Management:** Set clear objectives, monitor individual performance, provide regular feedback, and conduct performance reviews.
- **Customer Experience:** Ensure high levels of customer satisfaction by coaching the team on effective problem resolution, empathy, and responsiveness.
- **Operational Efficiency:** Develop and implement strategies to improve team productivity, workflow, and response times.
- **Quality Assurance:** Conduct regular call reviews and audits to maintain quality and adherence to company standards.
- **Process Improvement:** Identify opportunities for improvement in processes and tools, and work with the leadership team to implement changes.
- **Reporting & Analysis:** Generate and analyze performance reports, tracking key metrics like response time, resolution rate, and customer satisfaction scores.

**Qualifications:**
- **Experience:** 3+ years in a customer service management role, preferably with a remote team.
- **Skills:** Strong leadership, communication, and organizational skills.
- **Customer Focused:** Demonstrates empathy and a proactive approach to customer issues.
- **Tech Savvy:** Proficient with CRM tools and customer service platforms; experience in the HVAC or home services industry is a plus.
- **Problem-Solver:** Ability to troubleshoot complex issues and coach the team on finding solutions.

**Why Join Us?**
- Join a collaborative and supportive team
- Work remotely from the Philippines
- Opportunities for professional growth and advancement

**How to Apply:**
If you are a motivated, experienced manager with a passion for customer service and leading teams, we’d love to hear from you. Please submit your resume and a brief cover letter explaining why you’re a great fit for Waza’s Customer Service Manager role. Also, please indicate if you have experience with our CRM software Service Titan. Experience with it is not a requirement but it will let me know that you read the entire job description. :)