Customer Support & Data Insights Manager

Permanent Employee, Full-time, Remote, PST Shift
Monthly Net Salary: ₱50,000 to ₱70,000

Job Summary:

We are seeking a hands-on leader to run a high-performing customer support function while turning support signals into actionable, automated insights. You’ll own team performance, Gorgias workflows, and Google Sheets–based analytics to improve CSAT, reduce ticket volume, recover revenue, and inform Product, Ops, and Marketing.

Responsibilities:

  • Lead, coach, and scale a remote support team; define SOPs, QA, SLAs, coaching frameworks, and escalation handling.

  • Own Gorgias routing, macros, tagging, automations, templates, and self-serve flows; forecast staffing and model productivity/cost.

  • Build and maintain automated CX dashboards in Google Sheets (ticket forecasting, SLA/CSAT, tag trends, refund/return prevention, recovered revenue, agent productivity, QA scoring, real-time issue alerts).

  • Translate qualitative themes into quantitative insights; proactively surface findings to Product, Ops, and Marketing to reduce friction and improve messaging/quality.

  • Monitor KPIs and drive continuous improvement: meet SLAs, lift CSAT, reduce tickets and refunds, and increase retained revenue.

Requirements:

  • 3+ years leading DTC/eCommerce customer support teams.

  • Advanced Gorgias expertise (routing, macros, automations, reporting).

  • Expert Google Sheets skills with fluency in: SUMIFS, COUNTIFS, QUERY, ARRAYFORMULA, XLOOKUP, IF/IFS, IFERROR, UNIQUE, FILTER, SORT, REGEXMATCH, IMPORTRANGE, SUMPRODUCT; proven dashboard automation.

  • Strong analytical instincts, communication, and customer empathy; calm under pressure and process-oriented.

  • Minimum C1 level bilingual or trilingual abilities in German/Spanish and English.

  • Bonus: SQL or BI tools, Apps Script, and experience supporting hardware or consumer products.

Apply now