Penbrothers
Penbrothers is a leading provider of remote staffing solutions based in the Philippines. The company specializes in helping businesses find, hire, and manage top Filipino talent, offering a seamless onboarding process and comprehensive HR support. By streamlining administrative tasks such as payroll and compliance, Penbrothers allows companies to focus on their core objectives while building effective, high-performing remote teams. Their mission revolves around humanizing growth, ensuring that both business success and employee well-being are prioritized.
Talent Acquisition • Employment and Onboarding • HR Management and Payroll • Compliance • Office Space
Customer Success Team Manager
March 18
Penbrothers
Penbrothers is a leading provider of remote staffing solutions based in the Philippines. The company specializes in helping businesses find, hire, and manage top Filipino talent, offering a seamless onboarding process and comprehensive HR support. By streamlining administrative tasks such as payroll and compliance, Penbrothers allows companies to focus on their core objectives while building effective, high-performing remote teams. Their mission revolves around humanizing growth, ensuring that both business success and employee well-being are prioritized.
Talent Acquisition • Employment and Onboarding • HR Management and Payroll • Compliance • Office Space
📋 Description
• Lead, mentor, and motivate a high-performing team of customer service representatives to achieve peak performance. • Oversee and manage Service Level Agreement (SLA) compliance, ensuring timely and effective resolution of customer inquiries. • Champion initiatives to enhance First Contact Resolution (FCR) rates, empowering your team with effective problem-solving strategies. • Regularly analyze key performance metrics such as SLA, ticket backlog, FCR, CSAT, and AHT to identify trends and opportunities for improvement. • Build strong relationships with other departments to ensure seamless customer experiences.
🎯 Requirements
• At least 5 years of successful experience in a customer service leadership role, ideally within a technology-driven environment. • A strong understanding of customer service metrics and the ability to leverage data for performance management. • Excellent communication and interpersonal skills, with the ability to effectively communicate with clients and team members at all levels. • A strong analytical mindset with the ability to interpret data, identify trends, and implement data-driven strategies. • Passionate about customer advocacy and committed to delivering exceptional customer experiences.
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🇵🇭 Philippines – Remote
💵 ₱80k / year
💰 Series B on 2022-07
⏰ Full Time
🟡 Mid-level
🟠 Senior
🏆 Customer Success
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