Office Manager And Customer Service Representative (Csr)

About the Company

Wish Granted is a fast-growing, premium home services company based in Huntington Beach, California. With 350+ 5-star Google reviews, we are known for professionalism, reliability, and outstanding customer service. We are expanding our operations and building a dedicated team in Cebu.

About the Role

We are looking for a hands-on, experienced Customer Service Manager to lead our Cebu-based team. This is strictly a working manager position — you will be actively handling calls, scheduling, and leads alongside your team while also managing, recruiting, and scaling operations. This role is designed for someone who holds themselves and their team to the highest standards of performance and professionalism — consistent with what is expected at a high-performing US-based company. If you are not ready to be fully accountable for your team's results, this role is not for you.

What You Will Do

• Answer and manage inbound customer calls with professionalism and empathy
• Schedule and dispatch technicians using ServiceTitan
• Follow up on open estimates and manage online leads (Yelp, Angi, website)
• Conduct regular one-on-one and team performance meetings with staff
• Assess individual and team performance metrics and develop clear action plans for improvement
• Identify gaps in operations and build systems and processes to address them
• Take full ownership of staff performance — train, develop, and hold team members accountable
• Recruit, onboard, and retain talent as the team grows
• Use Claude AI regularly as a tool for problem-solving, process improvement, and professional development
• Read and report on management books provided by leadership to continuously sharpen leadership skills
• Maintain open communication with US-based leadership and meet the high expectations of a performance-driven American company

What We Are Looking For

• College degree required
• Minimum 2 years of CSR experience (home services or BPO preferred)
• Proven team management and recruitment experience
• Experience conducting performance reviews and developing improvement plans
• Ability to identify operational gaps and build practical solutions
• Experience with ServiceTitan or similar dispatch/CRM software (strongly preferred)
• Excellent English communication skills — verbal and written
• Minimal English accent is mandatory — must be clearly understood by US-based customers and leadership
• Strong organizational skills and ability to multitask
• Comfortable using AI tools (such as Claude) for daily problem-solving and development
• A growth mindset — open to reading, learning, and applying new management strategies
• Comfortable working under the high standards and expectations of a US-based company
• Resilient, self-driven, and fully accountable for results

Compensation & Growth

• Starting pay: ₱71,680/month ($8 USD/hour)
• Maximum pay: ₱134,400/month ($15 USD/hour)
• Pay is tracked through Hubstaff based on attendance and efficiency
• Every month you meet all attendance requirements and maintain 50%+ efficiency on Hubstaff, you receive a ₱8,960/month ($1 USD/hour) raise
• Example: After 2 strong months, you would be earning ₱89,600/month ($10 USD/hour)
• Pay is every Friday through Wise.

How Deductions Work

• Each late arrival, missed shift, or efficiency below 50% (Reviewed Monthly) results in a ₱8,960/month ($1 USD/hour) deduction per occurrence. Deductions and raises are handled Monthly.
• Minimum pay floor is ₱71,680/month ($8 USD/hour)
• Employees consistently at the minimum who continue missing metrics will receive a formal warning and may face termination

Time Off

• 4 hours of PTO accrued every month
• PTO can be used for sick leave without penalty
• Maximum PTO that can be reserved at any time is 5 days
• Every year of employment, you earn 2 additional PTO days per year up to a maximum of 10 days
• All time-off requests must be submitted at least 1 week in advance

Work Schedule

• 5 days per week, 10 hours per day
• 1 hour unpaid lunch break
• Two 10-minute paid breaks per day
• On-site, Consolacion, Cebu — in-person attendance is mandatory, remote work is not available

To Apply

Submit your resume and a brief cover letter explaining your management experience, how you have improved team performance in a previous role, and why you are ready to meet the standards of a high-performing US company.

Additionally, please record a Loom video (5 minutes or less) introducing yourself and explaining why you are the right person for this role. Send your Loom video link along with your resume and cover letter to info@wishgrantedservices.com. Applications without a Loom video will not be considered.

Qualified candidates will first be contacted for a phone interview. Shortlisted candidates will then be invited for an in-person interview in Consolacion, Cebu.

Pay: Php448.00 - Php840.00 per hour

Benefits:

• Additional leave
• Opportunities for promotion
• Paid training
• Pay raise

Application Question(s):

• How many years of CSR and team management experience do you have?
• Have you ever managed a team? If yes, how many people did you manage?
• Have you ever conducted performance reviews or developed improvement plans for staff?
• Have you ever recruited or hired employees? Describe your process.
• What dispatch or CRM software have you used? (e.g. ServiceTitan, Zendesk, Salesforce)
• Have you ever worked for a US-based company or handled US customers? If yes, describe your experience.
• On a scale of 1-10, how would you rate your spoken English? Have you ever been told you have a strong accent?
• Are you familiar with Hubstaff or any other time-tracking and productivity software?
• Have you ever used AI tools such as Claude or ChatGPT in your work? If yes, how?
• Are you comfortable with performance-based pay where your salary can increase or decrease based on your metrics?
• Are you able to commute to and work on-site in Consolacion, Cebu daily?
• Are you available for an in-person interview in Consolacion, Cebu?

Work Location: In person