AI-Driven Customer Support Manager | AMER Shift

Mitti; Manila; On-site; PHP 1,200,000 - 1,800,000; Full time

Job summary

Mitti by SafetyCulture is a global tech company. This AMER-support leadership role oversees the shift health, coaches a team of Support Analysts, and drives AI-supported improvements to raise customer satisfaction and scalability. The role partners with Talent Acquisition to hire and delivers clear reporting to senior leadership.

Based in Manila, you will monitor AI-driven workflows, design scalable support processes, and ensure timely, high-quality customer service for AMER customers.

Qualifications

• Proven track record of running an operational customer support team in a SaaS or technology environment.
• Ability to turn performance data into clear coaching decisions and operational changes.
• Experience scoping, delivering, and embedding process improvements across a team.
• Clear written and verbal reporting for senior leadership audiences.

Responsibilities

• Own the health and performance of the AMER shift, ensuring fast, high-quality support.
• Coach and develop Support Analysts through regular 1:1s and career development.
• Escalate complex issues to resolution and maintain cross-team alignment.

Skills

Team leadership

Data-driven coaching

Process improvement

Escalation handling

Leadership reporting

Job description

Mitti by SafetyCulture is a global tech company. This AMER-support leadership role oversees the shift health, coaches a team of Support Analysts, and drives AI-supported improvements to raise customer satisfaction and scalability. The role partners with Talent Acquisition to hire and delivers clear reporting to senior leadership.

Based in Manila, you will monitor AI-driven workflows, design scalable support processes, and ensure timely, high-quality customer service for AMER customers.