Senior Customer Service Operations Manager — E-commerce

We sell golf balls to the US, UK, Australia, Canada, Japan and Europe.

Straight talk: we have around 900 open tickets and the number is climbing. The team has a daily ticket target and is not hitting it, and when we audit their replies, SOPs are not being followed. That is why this role exists.

Your one job: make the team execute. Every rep hits their daily number, every reply follows the SOP, every mistake gets caught and corrected. You coach the ones who can meet the bar and replace the ones who cannot — that is a real possibility here, and you will own those calls with our backing.

What you inherit: 3 remote reps and a senior, all based in the Philippines. An AI system answers most routine tickets (we run AI-first and accept a small error rate as the price of speed). Every case type has a written step-by-step SOP. Internal AI tools help reps look up answers — part of your job is teaching people to use tools with judgment, because right now instructions and tools get followed blindly or not at all.

The work is mostly two buckets. Shipping: where is my package, returns, exchanges, lost parcels, escalations with our fulfillment partner. Billing: cancel my subscription, refunds, charge explanations.

You will own:

• Team execution: daily ticket numbers per rep, reply quality checked against the SOPs, coaching, and the hard calls
• Escalations with our shipping partners, chased until closed
• The numbers: backlog and response times. The data lives in several tools today — you pull it into one daily picture and report it with your read
• Creating and updating SOPs as new case types appear
• Opening channels we currently do not cover: Facebook , Instagram and YouTube comments and messages

How we work:

• Bad news fast. Telling us a number is slipping is your job. Us finding out ourselves is the one unforgivable failure.
• Everything is documented. You enforce the playbook, you don't freestyle.
• AI-first. We automate everything we can and accept a 1-2% error rate as the price.
• Remote, direct, fast. Daily numbers, weekly review, honest hours.

You:

• Managed a remote support team for 2+ years, including coaching weak performers and letting people go when needed. You onboard yourself.
• Have dug a queue out of a hole before and can tell us about it
• Escalate last, and always with a proposed solution
• Excellent written English. Freshdesk and Slack.

Pay: $1,200 USD/month, full-time, long-term, US-daytime overlap. Paid on time, every month.

To apply: no templates. Start with the word FAIRWAY, then tell us in a few sentences about a team you turned around or a queue you dug out — what you personally did and what the numbers looked like before and after. Applications without both are not read.