We’re Hiring: Customer Care Manager US!

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We are currently on the lookout for a Customer Care Manager US to join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role? Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant!

Role: Customer Care Manager US

Work Arrangement: Work from Office

Location: Philippines - Makati

Schedule: Night Shift

Job Description:

This is a work in the office role based in Makati.

Working Hours:

• US Hours: Flexible across multiple time zones, ideally EST or CT
• 8pm-5am UTC+8 (8am-5pm EST)
• 9pm-6am UTC+8 (8am-5pm CT)

As a Customer Care Manager, you will be part of a dynamic team responsible for managing relationships with a group of Fourth’s customers. This role requires excellent communication skills, empathy, and a passion for providing top-notch customer service. You’ll collaborate with various internal teams to ensure customers receive tailored solutions that support their business operations.

Key Responsibilities:

• Manage varied customer interactions, including incoming phone calls, emails, and structured online meetings, ensuring each customer’s experience is seamless.
• Introduce customers to new solutions that will enhance their business operations, demonstrating a solid understanding of Fourth’s products and their benefits.
• Identify and assess customer needs to ensure high levels of satisfaction.
• Build trust and long-term relationships with customers through open and honest conversations.
• Proactively identify opportunities to add value to partnerships through solution expansion, additional services, or recommending expandable integrations.
• Collaborate with multiple teams within Fourth to deliver the best possible solutions for customers.

Qualification and requirements:

• Customer-focused with a success-driven, self-reliant, and productive approach to interpersonal relationships.
• Empathetic, genuine, and dedicated to continuous learning and self-improvement.
• Strong communication skills, both verbal and written.
• Excellent time management and organizational skills.
• Thrive in a fast-paced environment with evolving goals.
• Critical thinker, comfortable challenging the status quo to find better solutions.
• Strong interpersonal skills and emotional intelligence, able to read a room and navigate complex conversations.
• Professional sense of organization, able to work both in an office environment and remotely, with appropriate levels of collaboration.
• Highly organized, detail-oriented, and vision-driven.

Bonus Points:

• Experience in Software/Tech industry
• Account Management experience
• Experience in hospitality (Restaurant and/or Hotel)

Requirements:

• Minimum of 2-3 years of customer service or account management experience.
• Proven experience in managing customer relationships and resolving issues effectively.
• Fluency in English (both verbal and written).
• Strong familiarity with customer service tools and software (CRM experience a plus).
• Ability to work flexible hours, including evenings and weekends, as required by the assigned working hours.

Non-negotiable skills & requirements:

• Availability to work within the assigned working hours (EMEA and/or US hours).
• Excellent communication skills with the ability to engage and build relationships with customers at all levels.
• Customer-first mindset with a proactive, solution-driven approach to addressing customer needs.
• Ability to work independently and collaboratively in a remote and office setting.