AI-Driven Support Ops Manager (Onsite in Ortigas)

Snappr Inc; Manila; On-site; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Competitive Pay

Transportation allowance provided

Health Insurance (Day 1 HMO w/ depend.

Free daily meals

Paid Time Off

Company Equity

Job summary

Snappr Inc. is seeking a Support Operations Manager to own and grow the full customer support function for Consumer and Enterprise clients.

You will manage a team of Team Leads and Specialists, drive AI-powered improvements, and protect the company’s reputation by handling escalations with a white-glove standard. You will lead initiatives to optimize resolution times, CSAT, and agent productivity, partnering with Product, Engineering, and Operations to scale Snappr’s support as we grow globally.

Qualifications

• 5+ years in customer support, customer success, or operations management.
• Led teams of 20+.
• Experience deploying AI in a live operations context.

Responsibilities

• Own end-to-end customer support for Consumer and Enterprise.
• Test and deploy AI to improve efficiency and metrics.
• Analyze productivity and CSAT, identify bottlenecks, implement solutions.
• Collaborate with Product, Engineering, Workforce Management, and Knowledge Management.

Skills

Customer support

Leadership

Data analytics

AI deployment

BI dashboards

English fluency

Stakeholder management

Onsite leadership

Tools

BI tools

Job description

Snappr Inc. is seeking a Support Operations Manager to own and grow the full customer support function for Consumer and Enterprise clients.

You will manage a team of Team Leads and Specialists, drive AI-powered improvements, and protect the company’s reputation by handling escalations with a white-glove standard. You will lead initiatives to optimize resolution times, CSAT, and agent productivity, partnering with Product, Engineering, and Operations to scale Snappr’s support as we grow globally.