Customer Relationship Management Manager in PHILIPPINES

Company: Performance Pickleball

Location: Fully Remote

Nationalities and Base: Open to all nationalities; work from anywhere

About the Role:

Performance Pickleball is seeking an enthusiastic and skilled Customer Relationship Manager to lead client engagement, administrative operations, operational support, and customer experience. This fully remote role calls for someone who thrives in a dynamic environment and brings both creativity and precision to their work. While we provide comprehensive training, we’re looking for a proactive individual who can go beyond the basics, demonstrating initiative, adaptability, and the ability to execute tasks with creativity and flair rather than simply following a checklist, and embracing challenges with style and bringing energy and professionalism to every interaction. 

• Primary Point of Contact: Serve as the main liaison for all customer accounts, ensuring a seamless experience from initial contact through to post-service follow-up. Handle enrolments, payment processes, scheduling, and any related account inquiries.
• Payment and Tracking Management: Ensure that all customer payments are processed accurately and tracked through the appropriate systems. Monitor payment dates, issue reminders, and resolve any discrepancies. Maintain up-to-date records in the CRM and other internal systems.
• Customer Enquiries & Requests: Address customer inquiries across multiple channels (email, phone, chat), ensuring all requests are processed promptly and efficiently. Manage issues such as billing adjustments, credits, system settings, and account updates with professionalism.
• Client Relationship Management: Build and nurture long-term relationships with both individual and corporate clients, reflecting the brand’s fun, engaging, and customer-centric identity. Foster a positive, friendly atmosphere, ensuring clients feel valued and heard throughout their journey with us.
• Corporate Engagement: Facilitate the corporate client onboarding process, including responding to inquiries, providing tailored solutions, coordinating event schedules, and ensuring all requirements are met for corporate partnerships. Ensure that all corporate communication aligns with the brand’s tone and values.

• Proactive Outreach: Regularly reach out to customers for feedback, ensuring they are satisfied with services and identifying opportunities to improve the customer experience. This can include follow-up emails after services or courses are completed.
• Customer Retention Strategies: Implement strategies to maintain and grow customer relationships, such as sending personalized offers, loyalty rewards, or promoting new products/services.
• Conflict Resolution: Manage any disputes or dissatisfaction, working to resolve issues efficiently and diplomatically. Ensure customer concerns are addressed quickly and with a focus on maintaining customer loyalty.
• Customer Surveys: Develop and distribute customer satisfaction surveys to gather insights on customer experiences and identify areas for improvement. Analyze responses and create actionable insights for the team.

• Administrative Coordination: Execute a variety of administrative tasks, including composing and sending emails, managing class schedules, updating customer accounts, and maintaining communication records. Ensure that all tasks are completed accurately and on time.
• Internal Team Collaboration: Work closely with various departments, including coaching teams, events, and operations, to coordinate schedules, classes, and events. Ensure that client needs are met and that all logistical details are aligned, facilitating smooth operations.
• Billing & Invoicing: Manage the company’s billing system, issuing accurate invoices and receipts as required. Follow up on outstanding payments, ensure timely collections, and provide updates to clients on payment status. Maintain accurate records of financial transactions and billing inquiries.
• Research & Reporting: Conduct research on various topics as needed to support internal initiatives, customer outreach programs, or business development. Produce reports, proposals, or write-ups to present findings or support decision-making processes.

• Workflow Optimization: Collaborate with team members across the organization to identify inefficiencies and opportunities to streamline processes. Work proactively to improve internal systems, customer service workflows, and communication channels to ensure a seamless experience for both clients and internal teams.
• Ownership & Accountability: Take ownership of tasks and projects, ensuring that all responsibilities are met on time and to a high standard. Demonstrate accountability by tracking progress, managing deadlines, and proactively addressing any challenges that arise.
• Solution-Oriented Approach: Apply an innovative, solutions-driven mindset to tackle problems as they arise. Continuously seek ways to enhance customer satisfaction, improve operational efficiency, and refine service offerings. Share insights and feedback with the team to foster a culture of continuous improvement.

• Upsell and Cross-sell Services: Identify opportunities to promote additional services or products to existing customers based on their usage or preferences, while maintaining the friendly, helpful tone of the brand.
• Order Fulfillment Support: Help manage customer orders through online channels (e.g., e-commerce platforms like Shopify, Carousell), ensuring accurate product shipments and handling any issues related to delivery or product exchanges.
• Product Knowledge Training: Keep up to date with the company’s product offerings, ensuring that you can answer detailed product-related queries and assist customers with making informed decisions.

• Customer Feedback Loops: Regularly communicate customer feedback with the management and operations teams to help refine services, improve workflows, and drive improvements across the company.
• Tracking & Reporting: Regularly track customer service metrics such as response times, resolution times, and customer satisfaction scores. Generate reports for internal teams to assess performance and identify areas for improvement.
• Task Prioritization: Help manage and prioritize customer service requests and operational tasks to ensure timely responses and service delivery in a remote environment.
• Team Collaboration: Support other teams by sharing customer insights and data that can help inform product development, marketing strategies, or event planning.

• Organized & Results-Driven: Strong organizational skills to manage multiple tasks and priorities effectively in a fast-paced remote environment. Focused on achieving measurable outcomes, including customer satisfaction and operational efficiency.
• Exceptional Communicator & Problem Solver: Excellent interpersonal skills for building meaningful customer relationships, while also possessing strong analytical and troubleshooting abilities to address queries and operational challenges in a solutions-focused way.
• Adaptable & Proactive: A self-starter who embraces new challenges, takes initiative, and approaches tasks with creativity and a solutions-oriented mindset.
• Customer-Centric & Team-Oriented: Passionate about delivering exceptional customer experiences and maintaining long-term relationships. Collaborative, working closely with internal teams to achieve shared goals and enhance service delivery.
• Growth-Oriented & Tech-Savvy: Motivated to learn, grow, and contribute to the continuous improvement of processes and services. Comfortable with technology and remote tools, quickly adapting to new software and systems as needed.
• Efficient & Positive: Master at managing time effectively, meeting deadlines, and maintaining high standards of work. With a positive, approachable, and energetic personality, you’ll ensure every interaction with customers is engaging and aligns with our friendly brand identity.

Why Join Performance Pickleball?

• Flexibility & Autonomy: Enjoy the freedom of a fully remote role with the ability to manage your work on your own terms and maintain a healthy work-life balance.
• Meaningful Impact: Contribute directly to the growth of a dynamic pickleball community by enhancing customer experiences and improving brand reputation.
• Endless Growth Opportunities: Continuously develop your skills in customer service, operations, and sales, with plenty of room for career advancement.
• Collaborative & Fun Culture: Join a creative, supportive team that values innovation and fosters a positive, engaging environment.
• Dynamic & Exciting Industry: Be part of a fast-growing sport with a passionate community, and help shape the future of pickleball.
• Rewarding Challenges: Tackle a variety of tasks and projects that help you grow and make a significant impact.
• Supportive & Engaging Team: Work alongside a motivated, enthusiastic team that celebrates successes and promotes continuous learning.



To Apply:

Submit your resume along with a brief cover letter highlighting your experience and why you’re excited to join Performance Pickleball. Let’s elevate the pickleball experience together!