AMER Support Operations Lead (AI-Driven)

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

Job summary

Mitti by SafetyCulture in Manila is seeking a seasoned Head of AMER Support to lead a team of Support Analysts, own the day-to-day shift, and drive AI-driven improvements that scale customer service for global clients.

You will coach analysts, manage performance metrics, coordinate with Product, Engineering, and Talent Acquisition, and report clearly to senior leaders on team health and SLA adherence.

Qualifications

• Experience leading an operational customer support team in SaaS/tech.
• Ability to translate performance data into coaching and process changes.
• Experience scoping, delivering, and embedding process improvements across a team.
• Sound judgement in handling sensitive or high-stakes customer escalations.
• Clear written and verbal reporting for team and senior leadership audiences.

Responsibilities

• Own the AMER shift health and performance with real-time coverage decisions.
• Coach and develop Support Analysts through one-on-ones and feedback.
• Escalate and resolve high-stakes customer issues across teams.
• Use team metrics to diagnose root causes and drive improvements.
• Design and rollout new workflows and AI-driven support projects.
• Monitor AI chatbot performance and drive efficiency gains.
• Partner with Talent Acquisition to hire and onboard new analysts.
• Report team performance to senior leadership with clarity.

Skills

Operational support leadership

Data-driven coaching

Process improvement

Escalation handling

Leadership reporting

Education

Bachelor's degree in a relevant field

Tools

CRM software

AI monitoring tools

Job description

Mitti by SafetyCulture in Manila is seeking a seasoned Head of AMER Support to lead a team of Support Analysts, own the day-to-day shift, and drive AI-driven improvements that scale customer service for global clients.

You will coach analysts, manage performance metrics, coordinate with Product, Engineering, and Talent Acquisition, and report clearly to senior leaders on team health and SLA adherence.