AI-Driven Customer Support Manager (AMER)

Mitti by SafetyCulture; Taguig; On-site; PHP 2,009,000 - 3,348,000; Full time

Job summary

Mitti by SafetyCulture is seeking a Manila-based Global Customer Support Lead to own the AMER shift health and performance, lead a team of Support Analysts, coach, and drive AI-enabled improvements for scalable, high-quality service.

You will collaborate with Product, Engineering and Talent Acquisition to hire, onboard, and report on metrics, ensuring consistent customer satisfaction and SLA adherence across time zones.

Qualifications

• Experience running an operational customer support team in a SaaS or technology environment.
• Ability to turn performance data into coaching decisions and operational changes.
• Experience scoping, delivering, and embedding process improvements across a team.

Responsibilities

• Own the health and performance of the AMER shift, making real-time decisions on coverage, queue priorities, and workload so customers get fast, high-quality support every day
• Build an engaged, high-performing team by coaching and developing Support Analysts through regular one-on-ones, performance conversations, and career development
• Act as the primary escalation point for analysts, taking complex, sensitive, or high stakes customer issues through to resolution so nothing falls between teams
• Use team data (customer satisfaction, service level agreement adherence, productivity) to find patterns, diagnose root causes, and coach or correct course before issues escalates
• Design and deliver new workflows and projects from scoping through rollout, and make sure the changes stick with the team
• Monitor AI chatbot performance daily and work with the Quality & Training and AI teams to improve AI-driven support workflows, measuring the impact on efficiency and customer satisfaction
• Partner with Talent Acquisition to hire Support Analysts and give new starters a smooth, effective start so they get up to speed quickly
• Bring the voice of the customer to Customer Experience, Product, and Engineering, and give senior leadership clear, structured reporting on team performance

Skills

Operational customer support team

Data-driven coaching

Process improvement

Escalation handling

Clear leadership reporting

Job description

Mitti by SafetyCulture is seeking a Manila-based Global Customer Support Lead to own the AMER shift health and performance, lead a team of Support Analysts, coach, and drive AI-enabled improvements for scalable, high-quality service.

You will collaborate with Product, Engineering and Talent Acquisition to hire, onboard, and report on metrics, ensuring consistent customer satisfaction and SLA adherence across time zones.