AI-Driven Cloud Product Support Manager

Genesys Cloud Services, Inc.; Manila; Hybrid; PHP 1,800,000 - 3,000,000; Full time

Job summary

Genesys Cloud Services, Inc. in Manila is seeking a Technical Manager for Product Support to lead a global team delivering AI-powered customer support solutions.

You will oversee staffing, training, KPI programs, escalation handling, and collaboration with product and engineering teams across time zones. The role requires strategic leadership, strong communication, and a track record of guiding technical teams in fast-paced environments in the Philippines.

Qualifications

• BS/MS/BA or equivalent.
• 8+ years of relevant experience managing customer-facing, technical teams.
• Strong leadership, strategic thinking and ability to develop people.

Responsibilities

• Oversee and lead the Global Product Support team with coaching and performance reviews.
• Manage staffing, training, and onboarding to meet KPIs and service levels.
• Provide escalation support and work with customers to resolve issues.
• Collaborate with Genesys Cloud Product teams to improve support and operations.
• Establish and monitor KPIs; drive continuous process improvements.

Skills

Leadership

Team management

Strategic thinking

Communication

Interpersonal skills

Mentoring

KPI management

Education

BS/MS/BA or equivalent

Job description

Genesys Cloud Services, Inc. in Manila is seeking a Technical Manager for Product Support to lead a global team delivering AI-powered customer support solutions.

You will oversee staffing, training, KPI programs, escalation handling, and collaboration with product and engineering teams across time zones. The role requires strategic leadership, strong communication, and a track record of guiding technical teams in fast-paced environments in the Philippines.