Customer Service Manager

Customer Service Manager (Fully Remote | Full time)
Schedule: Tuesday–Saturday, 12:30 AM–9:30 AM Philippine Time (with 1-hour break)
(Monday–Friday, 9:30 AM–6:30 PM Pacific Time)
We are a private tutoring company serving about 100 students per school year. Each client receives individualized, 1-on-1 tutoring for one hour per week. We're looking for a Customer Service Manager to oversee and support our small but high-impact customer service team, consisting of 1 full-time assistant and 3 part-time assistants. This is a fully remote role with consistent weekly hours.

About the Role
You'll lead a team that supports both tutors and families, ensuring clear communication, organized scheduling, and thoughtful problem-solving. You’ll also work closely with the leadership team to build out systems that improve our client experience across the board.

Requirements
5–7 years of experience managing a customer service team.

Strong working knowledge of Excel or Google Sheets, including filtering, sorting, and basic formulas (e.g., SUM, AVERAGE).

Familiarity with Trello or other task/project management tools.

Excellent English communication skills — written and spoken.

A proactive mindset, clear leadership style, and ability to balance structure with empathy.

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Key Responsibilities
Team Communication & Leadership
Conduct regular team check-ins (daily/weekly) with 1 full-time assistant and 3 part-time assistants.

Offer feedback and lead performance reviews for the customer service team.

Act as the go-to person for team-related concerns or challenges.


Holiday & Absence Planning
Monitor the local academic calendar to prepare for breaks and holidays.

Hold the team accountable for maintaining an accurate spreadsheet of appointments and status updates.

Create systems to handle last-minute tutor absences or urgent changes.

Ensure clients are informed in advance if tutor availability changes.


Client Communication Oversight
Support the team in timely and thoughtful communication with families.

Step in to directly communicate with clients if a situation is escalated (phone or email).

Maintain consistency and professionalism in client updates.


Workflow & Long-Term Planning
Help the team plan around peak periods (e.g., testing seasons, summer).
Track long-term scheduling and client request follow-up.
Collaborate with leadership to improve internal systems and processes.

Work Schedule
Full-time (40 hours/week)

Tuesday–Saturday
12:30 AM–9:30 AM Philippine Time (9:30 AM–6:30 PM Pacific Time)
Includes a 1-hour break per day