Customer Support Manager



Customer Service
Posted on Friday, October 28, 2022
About Appboxo
Appboxo is a Series-A technology start-up headquartered in Singapore, backed by tier-1 VCs such as: RTP Global, Gradient Ventures, Founders Fund and Antler. Appboxo is redefining the e-commerce experience across Southeast Asia and India, raising the standard for how companies of all sizes sell their products and services online and off. We continue to grow rapidly while constantly looking for new ways to impact and disrupt markets.
Shopboxo App is our new product that helps entrepreneurs, brands and SMEs to create online stores within minutes and start selling their goods and services online directly to consumers. Shopboxo provides all essential tools for businesses to run their businesses online, such as product catalog, advanced design functionality, order management, payment and shipping integration.
About the role
We are looking for a motivated and experienced Customer Support Manager to join Appboxo and lead a customer support department. The customer support manager will be responsible for driving superior customer support to business clients through policies, procedures, and setting of goals.
The role is based in the Philippines.

What you will do

  • Managing the customer support department’s day-to-day functions
  • Implementing customer support processes & SOPs to enhance customer satisfaction
  • Formulating and revising customer support policies and promote their implementationDelivering performance evaluations and following the disciplinary process according to company policyHiring a team of Customer Support Associates and training them to be best-in-class in the industryManaging productivity & OKR of the Customer Support teamDelivering regular reports & insights on Customer Support & Product feedback to management and the relevant teamsSeek product ideas and feedback, gather requirements, write specsBe on top of the product roadmap & ticket resolution


  • Filipino nationals are highly desired
  • Fluent in Tagalog & English
  • 3-5 years of proven experience in Customer Support (preferably in the e-Commerce/ SaaS domain)
  • At least 2 years of prior experience in a managerial or supervisory role
  • Maintain a positive attitude and focus on customer satisfaction in a fast-paced environment
  • Top-notch oral, written, and interpersonal abilities
  • Possess strong analytical & problem solving skills
  • Proficient with JIRA
  • Solid experience with Intercom and Social Media channels
  • Independent worker & able to manage own tasks and timeline well
  • Proficient in Google suite tools, Excel, Powerpoint and so on
  • Familiar with market standards- able to perform benchmarking & propose relevant solutions
  • Be able to work remotely

Our values

  • Never compromise. Building a good product and company is not enough. We are building the best experience both internally and externally
  • Working super hard to achieve results in the shortest period of time.
  • Break Walls.
  • Be honest and never shy away from honest ideas, feedback, comments.
  • Have fun and enjoy the ride. We spend more than 50% of our lives at work, and without fun, we will live very mediocre lives.
Ok, are you excited to apply? Awesome. We know that applying to a new role takes a lot of work and we truly value your time.
Good luck!