Customer Service Manager - In Office Only

Pyle USABrooklyn, NY

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Overview

Schedule

Full-time

Career level

Director

Remote

On-site

Benefits

Career Development

Job Description

Role Summary

We are hiring a Customer Service Manager to own the performance, systems, and day-to-day execution of our customer support operation.This role manages a distributed team of approximately 15 agents across the Philippines and the United States. The manager is responsible for ensuring strong customer experience, operational efficiency, and alignment with company priorities.This is an operational leadership role. The right candidate is highly organized, comfortable managing remote teams, and capable of building workflows, automations, and AI-assisted processes that improve speed and quality of support.We are looking for someone ambitious, growth-oriented, and eager to take ownership of a critical customer-facing function.Key ResponsibilitiesTeam LeadershipManage and develop a team of customer support agents across multiple time zonesSet clear expectations, KPIs, and performance standards for the teamConduct regular performance reviews, coaching, and accountability managementRecruit, onboard, and train new support agents as the team growsCustomer Support OperationsOversee daily support activity across email, chat, and phoneMonitor ticket queues and workload distribution to maintain service levelsEscalate complex issues and coordinate with internal teams when necessaryWorkflow and AutomationDesign and improve support workflows, macros, and internal processesImplement automations that reduce manual work and improve response speedContinuously refine ticket routing, tagging, and knowledge base systemsAI and Support TechnologyImplement and manage AI-powered customer support toolsBuild and improve AI agents that can resolve customer tickets automaticallyMetrics and Performance ManagementOwn and manage the core support KPIs:First response timeResolution timeCSAT (customer satisfaction score)Number of ticket touches per issueCross-Team CoordinationWork with operations, ecommerce, logistics, and product teams to resolve recurring issuesProvide structured feedback on product issues, shipping problems, and customer pain pointsEnsure customer support insights inform business decisionsRequired QualificationsExperience managing a remote customer support teamExperience using Gorgias or similar helpdesk platformsStrong operational and organizational skillsAbility to build and improve workflows, automations, and support systemsData-driven approach to performance managementStrong problem-solving ability and good judgmentHighly accountable with a strong ownership mindsetPreferred QualificationsExperience managing ecommerce customer support teamsExperience supporting Amazon or marketplace-based businessesExperience implementing AI support tools or AI ticket agentsExperience optimizing helpdesk automations and macrosFamiliarity with operational reporting and support analyticsExperience scaling customer support operations

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FAQs About Customer Service Manager - In Office Only Jobs at Pyle USA

What is the work location for this position at Pyle USA?

This job at Pyle USA is located in Brooklyn, NY, according to the details provided by the employer. Some roles may also include multiple work locations depending on the requirement.

What pay range can candidates expect for this role at Pyle USA?

Employer has not shared pay details for this role.

What employment applies to this position at Pyle USA?

Pyle USA lists this role as a Full-time position.

What experience level is required for this role at Pyle USA?

Pyle USA is looking for a candidate with "Director" experience level.

What benefits are offered by Pyle USA for this role?

Pyle USA offers Career Development for this position. Actual benefits may vary depending on the employer's policies and employment terms.

What is the process to apply for this position at Pyle USA?

You can apply for this role at Pyle USA either through Sonara's automated application system, which helps you submit applications 10X faster with minimal effort, or by applying manually using the direct link on the job page.