AI-Driven Customer Care Leader (Evening Shift)

Finder

Philippines

On-site

PHP 600,000 - 1,000,000

Full time

27 hours ago

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Job summary

Finder is seeking a senior customer support leader to own the evening response window from Manila, overseeing two specialists and collaborating with the Chief of Staff on AI tools. You will review AI drafts, ensure quality replies, and shape playbooks for new campaigns and product launches.

You will work in a distributed setup with strong emphasis on async handovers, training, and continuous improvement of the customer experience.

Qualifications

4+ years in customer support / customer success / trust & safety.
At least 1 year leading a team (formal or senior IC/QA lead).
Native‑fluent written English with clear tone and bug reports.
Comfort using AI tools daily and able to overrule drafts when needed.
Prompt‑engineering instinct to critique AI outputs.
Basic technical literacy to read spreadsheets, filters, or JSON payloads.
Ability to manage distributed/async teams with strong async handovers.
A settled home office with reliable internet and quiet space for calls.

Responsibilities

Own evening customer response window (Manila 2pm–10pm; Sydney overlap).
Lead 2 Customer Care Engagement Specialists; manage 1:1s and performance.
Review and edit AI drafted replies; ensure human accountability.
Flag and fix misclassifications and update prompts/playbooks with the Chief of Staff.
Grow the AI playbooks and triage processes for new queries and campaigns.
Escalate complex tickets to the Sydney team with proper handoff.
Participate in a training‑heavy first 3 months with overlap.