**To apply, kindly submit your resume in English. Please note that any other format will not be considered.**
Who we are:
Kajae is a premium staff augmentation company that connects top global talents to thriving US companies and clients offering fully remote opportunities. Our team hails from over 15 different countries, with the majority coming from the Philippines and Latin America. We pride ourselves on our tight-knit culture and strong bonds, despite working remotely across diverse timezones.
Who we are looking for:
We are seeking a highly motivated and experienced Head of Customer Service to lead our customer support team and ensure the delivery of exceptional service to our customers. The ideal candidate will be responsible for developing customer service strategies, managing the team, and implementing processes that enhance customer satisfaction and loyalty.
What You'll Do:
- Leadership & Strategy:
Develop and implement customer service policies, procedures, and strategies to improve overall customer experience.
Lead, mentor, and manage the customer service team, fostering a high-performance culture.
- Customer Support:
Respond to escalated customer inquiries via phone, email, and chat, providing timely and professional solutions.
Resolve complex customer issues and complaints, ensuring a high level of satisfaction.
Monitor and ensure consistency in delivering product and service information.
- Team Collaboration:
Collaborate with internal teams (e.g., product, sales, operations) to address customer concerns and improve service delivery.
Train and guide the customer service team to stay updated with company products, services, and policies.
- Process Improvement:
Identify opportunities for process improvements and implement solutions to enhance efficiency and service quality.
Analyze customer feedback and data to identify trends, challenges, and areas for growth.
- Reporting & Metrics:
Establish and monitor customer service metrics (e.g., response time, resolution rate, customer satisfaction score).
Provide regular reports to senior management on team performance and customer service outcomes.
Requirements
What You’ll Need
- Proven experience in a leadership role within customer service or a related field.
- Excellent communication skills, both written and verbal.
- Strong problem-solving and conflict resolution abilities.
- Demonstrated ability to work independently and manage multiple tasks simultaneously.
- Proficiency in using customer service software and tools (e.g., Zendesk, Freshdesk).
- Strong organizational and time management skills.
- Ability to remain calm and professional in high-pressure situations.
- High level of empathy and a customer-centric mindset.
- Proficiency in Microsoft Office Suite (Excel, Word)
Benefits
What We Offer:
- Competitive salary. Receive your pay in USD!
- 100% fully remote work setup. Work from home or work from anywhere in the world— forever! Eliminate the hassles of commuting and be around family more without missing out on life’s biggest moments.
- Healthy work-life balance. There’s nothing we prioritize more. We do regular check-ins with the team for the first few months to provide support and work advice. We also make sure you are working with only the best clients and a healthy work environment.
- Health Insurance. Covered after the third month of the contract.
- Mental Health Support Program. We have an in-house mental health professional to make sure our team members have all the support they need.
- Referral Bonuses. Earn up to USD 100 for every successful candidate you refer (because you'll want to tell your friends!)
- Fun virtual events. We have monthly virtual events where everyone gets together, plays fun games, and celebrates special holidays, with many opportunities to win cash and exciting prizes.
- Kajae Spotlight Bonus. With stellar performance comes the Kajae Spotlight cash bonus!
- We have a tribe! Get the chance to engage with the whole team on our social platform and earn coins along the way. Bid on some of our crazy auctions and get the chance to win prizes like Airpods, Apple Watch, Starbucks gift cards, shopping or experience vouchers, and more!
- Continuing Education. 100% free courses are offered through our university partners in the US to earn academic credits for Master’s or Graduate Degree programs.
- All-Expense Paid Summits.You can earn your way to our annual summit as a reward for your outstanding performance and tenure. The last three summits were held in Palawan, Philippines, Cusco, Peru (we saw Machu Picchu together!), and Punta Cana.