AI-Driven Customer Care Manager (Evenings)

Hive Empire Pty Ltd; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Finder is seeking a Manager, Customer Care & Automation to lead our evening customer response window in Manila and oversee two specialists. You will collaborate with the Chief of Staff on AI-driven tooling, review AI-drafted replies, and continuously improve the playbooks and templates used to handle partner campaigns and product launches.

You will drive quality assurance, triage complex tickets, and ensure seamless handovers with the Sydney team, while mentoring your distribution-wide team in a

Qualifications

• 4+ years in customer support / customer success / trust & safety with at least 1 year leading a team
• Native-fluent written English with ability to shift register between empathetic replies, internal notes, and bug reports
• Comfort using AI tools daily as an operator, knowing when to trust or override AI outputs
• Prompt-engineering instinct: able to critique AI drafts and specify required context
• Basic technical literacy: read spreadsheets, filter queries, or JSON payloads
• Comfort managing distributed / async teams, with clear async handovers and docs
• Settled home office with reliable internet, backup power/data, and quiet space for calls

Responsibilities

• Own customer response during your shift window (2pm–10pm Manila, 4pm–midnight Sydney) ensuring timely, high-quality replies
• Lead two Customer Care Engagement Specialists; manage 1:1s, performance, priorities, quality, tone, and knowledge
• Collaborate with the AI drafter by reviewing, editing, or overriding drafts; maintain human accountability
• Flag and describe AI misclassifications; work with Chief of Staff to improve prompts, playbooks, and data checks
• Help grow the knowledge base and playbooks for recurring queries, including product launches and fraud patterns
• Escalate complex tickets (payment disputes, PII/privacy, VIPs) to the Sydney team with proper handoffs
• Participate in a training-heavy first 3 months with overlap to Sydney team, then settle into regular hours

Skills

Leadership

Native English

AI tools proficient

Prompt engineering

Technical literacy

Distributed/async work

Home office setup

Tools

HubSpot Service Hub

BigQuery

SQL

Job description

Finder is seeking a Manager, Customer Care & Automation to lead our evening customer response window in Manila and oversee two specialists. You will collaborate with the Chief of Staff on AI-driven tooling, review AI-drafted replies, and continuously improve the playbooks and templates used to handle partner campaigns and product launches.

You will drive quality assurance, triage complex tickets, and ensure seamless handovers with the Sydney team, while mentoring your distribution-wide team in a