Customer Service Manager – Sales & CX Optimization

Permanent Employee, Full-time, Remote, PST Shift
Monthly Net Salary: ₱40,000 to ₱50,000

Job Summary:

We are looking for a sales-minded Customer Service Representative who turns conversations into conversions. You will manage customer interactions in Gorgias across email, chat, and social, identify upsell and cross-sell opportunities, and optimize chatbot flows and workflows to improve satisfaction, retention, and revenue.

Responsibilities:

• Manage customer communications in Gorgias with professionalism and empathy across email, chat, and social.

• Identify and execute upsell and cross-sell opportunities with value-driven recommendations.

• Convert support conversations into sales by guiding customers from inquiry through purchase and post-purchase follow up.

• Improve chatbot flows to deliver faster, smarter responses and reduce handle time.

• Analyze support data to surface recurring issues, content gaps, and automation opportunities; propose fixes.

• Collaborate with marketing, sales, and operations to deliver seamless omnichannel experiences.

• Track and report KPIs such as first response time, resolution rate, CSAT, NPS, and assisted revenue.

Requirements:

• Two to four years of experience in customer service, e-commerce, or sales support.

• Hands-on experience with Gorgias or similar helpdesk tools such as Zendesk, Freshdesk, or Intercom.

• Strong understanding of e-commerce customer journeys and digital sales funnels.

• Excellent written and verbal communication skills with consistent brand voice.

• Sales oriented mindset with a track record of measurable results.

• Comfortable using data to drive decisions and improve processes.

• Experience setting up or optimizing chatbots is a strong plus.