Customer Service Manager (Asia)

About the role

The Customer Service Manager leads and develops high-performing teams across Selkirk Sport’s customer support operations in Asia. This role is responsible for overseeing the entire customer lifecycle and digital customer support excellence. By leveraging data-driven insights, developing and refining processes, managing complex escalations, and optimizing support workflows, the Manager ensures that every customer interaction delivers a premium Selkirk experience aligned with core brand values.

Key Responsibilities

Leadership & Team Management

• Lead, mentor, and develop Customer Service Representatives to ensure consistent, high-quality service delivery across all touchpoints.
• Drive the department's strategic vision and oversee its execution to successfully achieve mission-critical goals.
• Develop and report KPIs, setting clear performance targets and schedules for customer support metrics (e.g., response times, resolution rates).
• Hire, train, schedule, and coach team members on product knowledge, sponsorship programs, and service excellence.
• Conduct regular one-on-ones, performance evaluations, and workload balancing to ensure optimal coverage during peak support volumes.
• Foster an accountable, positive, and collaborative team culture that reflects Selkirk’s core values.
• Manage scheduling, workload balancing, and staffing to ensure coverage during peak periods.

Customer Experience & Escalation Oversight

• Offer support to customers and oversee inquiries, orders, and complex escalations across all digital communication channels, internal CRM systems, and online marketplaces (Shopee, Lazada, TikTok Shop, etc.).
• Serve as the primary escalation point for complex service cases, applying sound judgment to deliver fair, effective outcomes.
• Analyze customer feedback to identify recurring issues, optimize service interactions, and prevent opportunities for fraud.

Community Engagement & Local Partnerships

• Support local tournaments, clinics, and Selkirk-hosted events in the Asia region.
• Build and nurture relationships with local pickleball clubs, coaches, and community organizations to drive brand affinity.

Process Improvement, Systems & Cross-Functional Collaboration

• Work cross-functionally to develop and refine processes, partnering with Operations, IT, Accounting, Shipping, and Marketing to align customer support activities with broader company goals.
• Document processes thoroughly to ensure standardized training and operational consistency across the team.
• Refine support policies and ticketing/CRM workflows to enhance efficiency and customer retention.
• Provide regular reports to executive leadership regarding customer trends, product quality insights, and operational bottlenecks.

Qualifications

• 2-5 years of experience managing a Customer Service Team.
• Proven track record of hiring, training, and developing high-performing customer-facing teams.
• Strong technical fluency with customer support software (CRM, ticketing systems), internal CRM systems, and regional online marketplaces (Shopee, Lazada, TikTok Shop, etc.).
• Excellent conflict resolution, interpersonal, and communication skills.
• Passion for pickleball, with the ability to speak authoritatively on gear.
• Highly organized and dependable, with the ability to manage complex digital support operations.
• Availability to work full-time on-site, including flexibility for peak support periods, weekends, or community events as needed.

Preferred:

• Experience with AI, preferably in working with developing and refining AI agents.
• Bachelor’s degree in Business, Communications, or a related field.
• Experience with CRM integrations or low-code automation tools.
• Background in sporting goods or high-touch consumer brands.

Why Selkirk Sport?

Pickleball is the fastest-growing sport in the world, and Selkirk is leading the charge. Joining our team means more than just a job—it means being part of a high-energy brand that is defining a new era of sports culture. Whether you are collaborating with us in the office, working remotely, or joining our international teams, you will be part of a collaborative culture that values innovation and high performance. If you’re ready to bring your expertise to a fast-paced environment where your work makes a direct impact, we want to hear from you. Let’s build the future of pickleball together.