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Job Description
We are looking for a detail-oriented and proactive Customer Operations Lead to support our Head of Operations in managing and optimizing the daily functions of the business.
This role is critical in ensuring seamless operations across customer service, fulfillment, and various other areas. The ideal candidate will be highly experienced in customer service management, have strong problem-solving skills, strong project management skills, and be able to manage tasks with minimal supervision.
As the Operations Assistant, you will directly support the Head of Operations, taking on various responsibilities and handling operational tasks to ensure efficiency.
You will also be expected to manage customer service processes, take the lead in reporting, and provide support for other operational
Key Responsibilities
Customer Service Leadership:
Support the Head of Operations in managing the customer service operations.
Take the lead role in day-to-day operations of customer service.
Quality Assurance (Customer Service Operations):
Oversee the quality of customer service interactions to ensure compliance with team and company standards.
Implement and monitor quality control processes to improve customer satisfaction and service performance.
Ensure high-quality service delivery through Freshworks and Freshchat.
Quality Assurance (Website & Technical Features):
Monitor and assess the quality of website performance and technical updates, along with the customer service team.
Ensure that all website and technical features are functional and meet operational and customer requirements.
Operational Support:
Assist with daily management tasks, team coordination, and delegation.
Handle operational duties to ensure efficiency and smooth workflows.
Process Improvement:
Identify and implement improvements in customer service, fulfillment, and other operational workflows.
Research and Reporting:
Conduct independent research on relevant topics.
Present findings through visually clear reports and spreadsheets to support decision-making.
Email Marketing Support:
Assist with email marketing campaigns when necessary, using customer service expertise to improve engagement.
Technology Coordination:
Work closely with technology and fulfillment teams.
Maintain a basic understanding of development processes.
Requirements
Must be Filipino with exceptional English skills (both written and verbal).
Extensive experience in Customer Service, ideally with managerial or supervisory experience.
Proficient in Freshworks and Freshchat platforms.
Proficiency in creating engaging reports and spreadsheets that clearly communicate key metrics and findings.
Experience in quality assurance for customer service operations and website functionality.
Basic understanding of technology/development concepts and ability to work with technical teams.
Ability to conduct independent research and provide actionable insights.
Basic understanding of fulfillment and supply chain processes.
Experience in email marketing is a plus.
