Customer Service Assistant Manager

A bit about us: 

We’re on a mission to change the tire industry — how it’s delivered and how it’s experienced. A pioneer in the automotive e-commerce industry, we take pride in our extensive selection of top-name brands and budget-friendly options, ensuring our customers find the perfect tire to suit their needs. As a part of our growing and dynamic team, you'll contribute to our commitment to exceptional service, innovation, and customer satisfaction. Embrace the opportunity to be a driving force behind one of the fastest growing e-commerce companies in the US and apply now!

A bit more about this role:

The Customer Service Assistant Manager at Tires Easy supports the daily operations of the Customer Service team, helping ensure exceptional customer experiences across all channels. This role combines hands-on customer support, team leadership, and process improvement. The Assistant Manager acts as a coach, problem-solver, and escalation point while helping drive performance, efficiency, and customer satisfaction.

Eligibility Requirements

• Education experience: College or University degree required
• Work experience: 3 years of call center experience with at least 2 years of supervisory experience mandatory
• High speed Wi-Fi connection of at least 100 MBPS, hard wired in with ethernet cord & backup internet source
• Role requires use of a reliable personal laptop to effectively perform job responsibilities.

Responsibilities will include:

Team Leadership & Performance Management

• Serve as the direct supervisor for a team of 8-10 Customer Service Representatives
• Support onboarding, training, and ongoing development of team members
• Monitor KPIs and individual/team performance, providing coaching and corrective feedback as needed
• Conduct regular quality audits and performance reviews to ensure adherence to service standards
• Coach team members to goals, metrics, and professional growth
• Build trust, accountability, and strong working relationships within the team

Customer Service & Escalation Support

• Serve as a resource for escalated customer issues, ensuring timely and effective resolution
• Act as back-up support for CSRs during high-volume periods or staffing gaps
• Serve as back-up for the Director of Customer Service when needed
• Monitor customer communication platforms to ensure accurate, professional, and policy-aligned resolutions
• Balance customer satisfaction, company policy, and financial considerations when resolving complex cases

Operations & Daily Execution

• Assist in overseeing daily customer service operations, including queue coverage and ticket management
• Track and analyze performance metrics such as CSAT, response times, and resolution rates
• Identify retraining needs and intervene proactively when performance or quality issues arise
• Ensure consistent execution of processes and service standards across the team

Project Management & Process Improvement

• Diagnose operational or customer experience issues and escalate appropriately to the correct level of management
• Identify patterns in process successes and failures and implement improvements accordingly
• Assist with maintaining, updating, and communicating Standard Operating Procedures (SOPs)
• Adapt SOPs and workflows as new processes, tools, or business conditions are introduced
• Support initiatives that improve efficiency, accuracy, and the overall customer experience

Cross-Functional Collaboration

• Monitor and facilitate communication between Customer Service and other departments
• Act as a liaison to help resolve cross-functional issues impacting customers or team performance
• Promote alignment and shared accountability across teams

Attributes to success:

• Excellent written and verbal communication skills
• Ability to adjust tone and approach to different audiences and situations
• Skilled at breaking down complex information into clear, actionable guidance
• Comfortable working independently and making sound judgment calls
• Strong negotiation skills with the ability to find middle ground with customers
• Demonstrated alignment with organizational goals and values
• Ability to balance policy, financial impact, and customer satisfaction effectively
• Proven experience managing, coaching, and developing people to performance metrics
• Strong relationship-building skills rooted in trust and credibility
• Adaptable and resilient in a changing environment where processes and workflows evolve

Desired skills & experience:

• Experience in the automotive or “hard industry” customer service is an added bonus 
• Data-driven mindset with the ability to synthesize information and create actionable solutions
• Strong analytical and problem-solving skills
• Self-reflective, coachable, and continuously focused on improvement
• Team-oriented with a proactive, can-do attitude

Salary range: 

• 60,000 PH pesos monthly (contractor)