Customer Support & Operations Manager, PH

📌 Core Information

🔹 Job Title: Customer Support & Operations Manager, PH

🔹 Company: Fresh Prints

🔹 Location: Remote

🔹 Job Type: Remote

🔹 Category: Marketing Operations, Customer Service

🔹 Date Posted: Mon Mar 31 2025

🔹 Experience Level: 5-10 years

🔹 Remote Status: Fully Remote

📌 Essential Job Details

🚀 Job Overview

Key aspects of this role include:

• Managing a team of Customer Experience Associates
• Owning customer experience projects and initiatives
• Ensuring the team realizes its full potential and evolves for future success
• Engaging in cross-functional collaboration and communication

ASSUMPTION: The role's description suggests a dynamic position with significant autonomy and influence over strategic customer service initiatives. This assumption is based on the entrepreneurial emphasis in the description.

📋 Key Responsibilities

✅ Fully own the customer experience at Fresh Prints.

✅ Manage and develop a high-performing team of Customer Experience Associates.

✅ Lead communications with diverse customer bases.

✅ Establish, monitor, and achieve team goals and metrics.

✅ Conduct and attend one-on-one meetings with team members and the VP of Operations.

ASSUMPTION: Responsibilities propose a blend of strategic and operational duties, implying a need for leadership and innovation in customer excellence.

🎯 Required Qualifications

Education: Not specified

Experience: 5+ years in Customer Service or Sales Development, with at least 2 years in a leadership role

Required Skills:

• Strong analytical and organizational capabilities
• Decisive and able to make judgments independently
• Exceptional communication proficiency in English
• Comfort in negotiating positive outcomes

Preferred Skills:

• Additional language proficiency
• Experience in a start-up or high-growth environment

ASSUMPTION: Additional language skills and experience in fast-paced settings would enhance candidacy due to the global clientele and company growth pace.

💰 Compensation & Benefits

Salary Range: USD 15,000 to USD 24,000 annually

Benefits:

• Health insurance and mental health benefits
• Opportunities for continuous learning and professional development
• Engagement in a supportive and dynamic work culture

Working Hours: Night shifts from 9:00 PM to 6:00 AM Philippine Time

ASSUMPTION: The compensation aligns with competitive standards for remote roles in comparable industries, suggesting a balance between workload and reward.

📌 Applicant Insights

🔍 Company Context

Industry: Retail Apparel and Fashion, specializing in custom collegiate apparel

Company Size: 201-500 employees, indicating a mid-sized firm with growth opportunities and diverse role engagement.

Founded: Not specified

Company Description:

• A leader in custom apparel and promotional products
• Focus on student groups and university markets
• Thrives on creativity and innovation in product offerings

Company Specialties:

• Custom Apparel
• Screen Printing
• Embroidery

Company Website: http://www.freshprints.com

ASSUMPTION: The company's positioning as a leader in niche markets offers unique professional experiences for employees keen on creative and sales innovation.

📊 Role Analysis

Career Level: Mid to senior level, offering substantial development opportunities

Reporting Structure: Reports directly to the VP of Operations, suggesting an influence in strategic decision-making

Work Arrangement: Fully remote, allowing flexibility in work-life balance.

Growth Opportunities:

• Involvement in scaling a young and dynamic company
• Developing leadership skills in a global context
• Potential to innovate within a growing industry segment

ASSUMPTION: The role promises unique leadership experience in managing global customer service teams, with potential for career advancement within a thriving company.

🌍 Location & Work Environment

Office Type: Fully remote, supporting flexibility and work-life integration.

Office Location(s): Headquartered at 150 W 25th St, New York, NY 10001, US

Geographic Context:

• Remote setup facilitates a diverse and inclusive workforce
• Engagement across international markets provides global insights
• Time zone differences require effective communication strategies

Work Schedule: Night shift to align with EST time zones

ASSUMPTION: The remote nature caters to diverse applicants and underlines a global operational strategy, necessitating a focus on cross-cultural communication skills.

💼 Interview & Application Insights

Typical Process:

• Submit application online
• Initial HR screening
• Technical interview focusing on past experience and situational judgement

Key Assessment Areas:

• Leadership skills and ability to manage a remote team
• Analytical thinking and decision-making under pressure
• Communication proficiency, especially in English

Application Tips:

• Highlight experience in remote team management
• Showcase problem-solving capabilities
• Demonstrate adaptability to new challenges

ATS Keywords: Customer Service, Sales Development, Remote Management, Night Shift, Team Leadership

ASSUMPTION: The application process likely emphasizes skills in remote leadership and adaptability, given the role's responsibilities and remote setup.

🛠️ Tools & Technologies

• Customer Relationship Management (CRM) software
• Team collaboration tools (e.g., Slack, Trello)
• Performance tracking and analytics software

ASSUMPTION: These tools are typical for managing remote operations and effective communication, crucial for maintaining team efficiency and customer satisfaction.

👔 Cultural Fit Considerations

Company Values:

• Entrepreneurial spirit
• Commitment to growth and learning
• Adaptability in fast-changing environments

Work Style:

• Collaborative and supportive teamwork
• Proactive problem-solving approach
• Flexibility and willingness to take initiative

Self-Assessment Questions:

• Are you comfortable working in a remote setting?
• How do you handle unexpected challenges?
• Can you lead a team across different time zones effectively?

ASSUMPTION: The emphasis on adaptability and innovation indicates a company culture that values growth and proactive solutions, ideal for those seeking agency in their role.

⚠️ Potential Challenges

• Managing a team across various time zones
• Ensuring consistent team performance remotely
• Adapting to the entrepreneurial pace and demands
• Navigating a high-growth and evolving company landscape

ASSUMPTION: Potential challenges align with the dynamic nature of the start-up environment, requiring flexibility and resilience from candidates.

📈 Similar Roles Comparison

• Many roles demand similar analytical and leadership skills, but this position offers unique entrepreneurial experience.
• Remote customer support roles often don't include as much strategic influence as this one.
• The role’s compensation is competitive within the industry for remote leadership positions.

ASSUMPTION: The comparison highlights the distinct strategic leadership component of this role, beyond typical remote operations positions.

📝 Sample Projects

• Implementing new CRM software to streamline customer interactions
• Developing training programs for new Customer Experience Associates
• Leading cross-functional projects for product innovation

ASSUMPTION: Sample projects demonstrate the managerial and strategic influence potential candidates can expect, aiming to improve efficiency and innovation.

❓ Key Questions to Ask During Interview

• What are the biggest challenges currently faced by the Customer Experience team?
• How does Fresh Prints measure success for this role?
• Can you describe the company culture and support provided to remote employees?
• What opportunities for growth are available for this position?
• How does the company handle feedback and new ideas from employees?

ASSUMPTION: These questions focus on understanding the role's strategic impact and growth potential within an innovative company environment.

📌 Next Steps for Applicants

To apply for this position:

• Submit your application through this link
• Ensure your resume highlights relevant leadership and strategic management experience
• Prepare for interviews by researching Fresh Prints' market approach
• Showcase adaptability and proactive problem-solving skills
• Contact Fresh Prints' HR for any clarification on the role or application process

⚠️ This job description contains AI-assisted information. Details should be verified directly with the employer before making decisions.