Customer Service Manager

About the role

Golden Alpha Venture Corp. is seeking a Customer Service Manager to lead the 24/7 customer service team, manage service quality, handle escalated cases, govern user complaints, support VIP service, manage appropriate outbound follow-up, and drive cross-functional service improvements. This position requires the ability to use customer service touchpoints to build user trust, reduce user friction, minimize recurring issues, and support conversion, repeat engagement, retention, and reactivation. The team plays a key role in critical user scenarios such as registration, login, KYC, deposits, withdrawals, campaign rewards, account restrictions, game issues, risk reviews, and user complaints.

Key responsibilities

• Manage daily customer service operations, including staffing, shift planning, attendance, manpower allocation, and service coverage
• Ensure stable 24/7 support operations, especially during peak hours, campaign periods, platform incidents, or complaint surges
• Supervise the handling quality of user inquiries, complaints, and tickets to ensure accurate, professional, and timely responses
• Manage team performance, including efficiency, service quality, ticket closure, customer satisfaction, and escalated case handling
• Establish and execute QA review processes for chat records, ticket handling, escalated cases, and complaint handling
• Monitor key service metrics, including First Response Time, Resolution Time, CSAT, QA Score, SLA compliance, and Reopened Ticket Rate
• Analyze user inquiries, complaints, tickets, and frontline feedback to identify recurring issues, common friction points, and root causes
• Manage complex complaints, escalated cases, user disputes, and sensitive user issues
• Establish and manage service follow-up mechanisms for high-value users, active users, dormant users, and users at risk of churn
• Build, maintain, and continuously improve customer service SOPs, escalation workflows, response templates, knowledge base articles, and handling guidelines

About you

• 5+ years of experience in customer service, user support, service operations, or contact center management
• At least 2 years of experience as a Customer Service Supervisor, Team Lead, Manager, or in a direct people management role
• Proven experience managing 24/7 support teams, shift-based teams, or high-volume user support environments
• Strong understanding of customer service KPIs, QA, SLA, ticket management, escalation handling, training, and workflow optimization
• Experience handling complex complaints, user disputes, high-pressure service issues, and cross-functional escalations
• Strong team management capability, including scheduling, performance management, training, QA, and service standards
• Root cause analysis capability, with the ability to identify systemic issues behind individual complaints
• User experience mindset, with the ability to identify issues that affect trust, conversion, repeat engagement, and retention
• Cross-functional communication skills with Product, Engineering, Platform Operations, Payment, KYC, Risk, Marketing, and Compliance teams
• Strong discipline in documentation, evidence collection, timelines, ownership, and result verification

Job Location: Cebu Business Park, Cebu City (full time, On-site)

Job Schedule: 6 days per week, Shifting