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 SummaryWe 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 Leadership
- Manage and develop a team of customer support agents across multiple time zones
- Set clear expectations, KPIs, and performance standards for the team
- Conduct regular performance reviews, coaching, and accountability management
- Recruit, onboard, and train new support agents as the team grows
- Oversee daily support activity across email, chat, and phone
- Monitor ticket queues and workload distribution to maintain service levels
- Escalate complex issues and coordinate with internal teams when necessary
- Design and improve support workflows, macros, and internal processes
- Implement automations that reduce manual work and improve response speed
- Continuously refine ticket routing, tagging, and knowledge base systems
- Implement and manage AI-powered customer support tools
- Build and improve AI agents that can resolve customer tickets automatically
- First response time
- Resolution time
- CSAT (customer satisfaction score)
- Number of ticket touches per issue
- Work with operations, ecommerce, logistics, and product teams to resolve recurring issues
- Provide structured feedback on product issues, shipping problems, and customer pain points
- Ensure customer support insights inform business decisions
- Experience managing a remote customer support team
- Experience using Gorgias or similar helpdesk platforms
- Strong operational and organizational skills
- Ability to build and improve workflows, automations, and support systems
- Data-driven approach to performance management
- Strong problem-solving ability and good judgment
- Highly accountable with a strong ownership mindset
- Experience managing ecommerce customer support teams
- Experience supporting Amazon or marketplace-based businesses
- Experience implementing AI support tools or AI ticket agents
- Experience optimizing helpdesk automations and macros
- Familiarity with operational reporting and support analytics
- Experience 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.