Guest Experience Manager - Remote

Overview

A fast-growing, celebrity-owned lifestyle food brand in the U.S. is looking for a Guest Experience Team Manager to manage a remote customer support team based in the Philippines. This includes overseeing Guest Experience Representatives who are the front line for guest inquiries, resolving issues, and ensuring high-quality service delivery.

In Short

• Manage a remote customer support team in the Philippines.
• Oversee Guest Experience Representatives handling guest inquiries.
• Lead by example and provide frontline support when needed.
• Full-time role requiring U.S. Pacific Time hours.
• Foster a collaborative, service-oriented culture.
• Monitor team interactions to ensure service standards.
• Handle complex guest escalations and coach team members.
• Track and report on team performance metrics.
• Provide regular updates and recommendations to leadership.
• Support onboarding and continuous upskilling of team members.

Requirements

• Proactive and solutions-oriented leader.
• Deep understanding of guest service operations.
• Skilled at coaching and motivating service teams.
• Highly organized with a strong sense of accountability.
• Calm under pressure and decisive in dynamic environments.
• Excellent communicator with strong written and verbal English (C1+ proficiency).

Benefits

• Opportunity to work with a celebrity-owned brand.
• Remote work flexibility.
• Dynamic and fast-paced work environment.
• Opportunity for professional growth and development.
• Collaborative and supportive team culture.