Job Description
The Customer Service Team Manager leads and mentors a team of Account Managers supporting multiple clients, ensuring high-quality delivery of repair and maintenance services. The role is highly client-facing, focused on relationship management, operational excellence, and service growth across accounts.
You will act as an escalation point for client concerns, oversee service delivery and vendor performance, support account growth opportunities, and represent the company in virtual client meetings. This role also collaborates closely with Sales, Accounting, Operations, and Executive Leadership to ensure strong service execution and financial performance.
Key Responsibilities:
Team Leadership & Development:
- Manage, coach, and develop Account Managers to ensure performance and client satisfaction
- Conduct training, performance reviews, and regular feedback sessions
- Oversee onboarding of new clients and system training (ServiceSync WOM)
- Support recruitment and interviews for the team
- Ensure professionalism and strong client communication standards across the team
Client Management & Service Delivery:
- Oversee repair and maintenance service delivery for multiple clients
- Act as escalation point for client issues and ensure timely resolution
- Lead monthly client meetings and ongoing client check-ins
- Review feedback and identify service improvement opportunities
- Collaborate with Sales (solutions, pricing) and Accounting (billing accuracy, escalations)
- Strengthen client relationships and identify upsell/growth opportunities
- Represent the company in Microsoft Teams and other client meetings
Account & Operational Support:
- Support execution of work orders and account management needs
- Manage vendor performance, expectations, and coordination
- Participate in after-hours on-call rotation
- Ensure quality assurance and service provider compliance
- Support onboarding, vetting, and development of vendor network
Process, Projects & Continuous Improvement:
- Lead or support operational improvement and business growth projects
- Improve workflows, processes, and service delivery standards
- Address operational issues with practical solutions
- Operational Oversight & Reporting
- Monitor account manager performance and SLA compliance
- Conduct weekly team performance meetings
- Prepare monthly reports on operations and performance
- Support budgeting, cost control, and profitability targets (15% margin goal)
- Maintain software/system oversight and participate in UAT testing
Executive Collaboration:
- Provide performance, client, and financial updates to leadership
- Support strategic planning and process improvement initiatives
- Identify service gaps and recommend business growth opportunities
- Coordinate closely with Accounting for accurate billing and reporting
Additional Requirements:
Rotating on-call availability for after-hours support
May handle additional projects or accounts as assigned by leadership
Excellent English communication (written and verbal)
Experience in Facility Management, Repair & Maintenance, or similar service industry preferred
Background in Account Management, Client Success, or service delivery strongly preferred
Strong leadership and people management skills
Experience working with vendors, contractors, or service providers
Strong computer literacy (MS Office, service platforms, virtual tools)
Comfortable leading Microsoft Teams client meetings
Ability to manage multiple accounts in a fast-paced environment
Sales or upselling experience
Preferred Experience
Facility management / repair & maintenance operations
Supervising or mentoring account managers
Service/work order management systems
Client relationship growth / upselling
Virtual client-facing roles
HMO with 1 free dependent upon hire
Life Insurance
20 PTO credits annually
VL and SL cash conversion
Annual Performance-Based Merit Increases and Employee Recognition
Great Company Culture
Career Growth and Learning
WFH set-up, Night Shift
40,000 PHP-60,000 PHP
