AI-Driven 24/7 Support Operations Manager

Penbrothers International; Makati; Remote; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Meaningful work & growth

Employee welfare

Global reach & local impact

Powering global startups

Job summary

Penbrothers International seeks an Operations Manager to own Propeller's 24/7 customer service operations. You will ensure fast, thoughtful help around the clock, lifting team performance and accountability as part of the global support team, while shaping AI-enabled workflows for better customer experience.

You will drive initiatives, coach emerging leads, and collaborate across Customer Success, Geospatial Solutions, and People teams to deliver measurable outcomes.

Qualifications

• Experience leading 24/7 support operations.
• Strong coaching and development of team leads.
• Hands-on with support tools (e.g., Zendesk/Sling/Notion).
• Comfort with AI-enabled workflows and experimentation.
• Proven cross-functional collaboration across CS, Geospatial Solutions, People.

Responsibilities

• Lead the 24/7 chat and email support function.
• Own customer service initiatives and resource planning.
• Act as hands-on player-coach to guide the team.
• Mentor team members and conduct regular 1:1s.
• Identify bottlenecks and implement automation improvements.
• Foster a healthy, accountable team culture.

Skills

People leadership

Operational judgment

Support tools

AI curiosity

Cross-functional collaboration

Data-driven decisions

Tools

Zendesk

Sling

Notion

Job description

Penbrothers International seeks an Operations Manager to own Propeller's 24/7 customer service operations. You will ensure fast, thoughtful help around the clock, lifting team performance and accountability as part of the global support team, while shaping AI-enabled workflows for better customer experience.

You will drive initiatives, coach emerging leads, and collaborate across Customer Success, Geospatial Solutions, and People teams to deliver measurable outcomes.