Senior Customer Service Operations Manager — E-commerce

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

The numbers:
1,608 tickets in the backlog today.
1,451 tickets came in last week needing a human, about 207 a day.
3 reps closing about 50 a day each, so 150 a day against 207 arriving.
The backlog grows every week.
About 60% of tickets we mark resolved get reopened.

Target: 80 tickets closed per rep per day as a floor, 100 as the goal.

Your job: make the team hit their numbers and follow the SOPs. You coach the ones who can meet the bar and replace the ones who cannot.

You inherit 3 remote reps, all in the Philippines. An AI answers most routine tickets. Every case type has a written SOP.

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

You will own:

• Daily ticket numbers per rep, reply quality against the SOPs, coaching, and the hard calls
• Escalations with our shipping partners, chased until closed
• Backlog and response time reporting, pulled into one daily picture with your read on it
• Creating and updating SOPs
• Facebook , Instagram and YouTube comments and messages, which we do not cover today

You:

• At least one year in a customer service or support management role, on your CV with employer and dates
• Have cleared a backlog before and can tell us the numbers: what it was, what it became, over how long, how many people
• Excellent written English. Freshdesk and Slack.

Send three things:
1. Your CV, showing the management role and dates
2. One number you personally moved for a team: from what, to what, over how long, where
3. When does our backlog hit zero and what daily per-rep number does that take? Show the arithmetic.

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