AMER Support Operations Lead — AI-Driven Scaling

Mitti; Taguig; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Mitti is hiring to lead the AMER customer support shift, owning coverage, prioritization, and workload decisions to deliver fast, high-quality service. You will coach analysts, handle escalations, and drive AI-enabled improvements that scale support across regions.

Based in Manila, you will partner with Talent Acquisition and other teams to ensure top performance and measurable customer outcomes as the team grows and adapts to evolving AI workflows.

Qualifications

• Proven track record leading an operational customer support team in a SaaS/tech environment.
• Ability to translate performance data into coaching and operational changes.
• Experience scoping and embedding process improvements across a team.

Responsibilities

• Own the health and performance of the AMER shift with real-time coverage decisions.
• Coach and develop Support Analysts through regular 1:1s and performance discussions.
• Act as escalation point and ensure complex issues are resolved across teams.
• Use team data to diagnose root causes and adjust course before escalation.
• Design and deliver new workflows and projects from scoping through rollout, ensuring adoption.
• Monitor AI chatbot performance and collaborate with AI teams to improve workflows.

Skills

Customer support leadership

Shift planning

Coaching & development

Data-driven decision making

Communication excellence

Education

Bachelor's degree

Tools

AI tools

Job description

Mitti is hiring to lead the AMER customer support shift, owning coverage, prioritization, and workload decisions to deliver fast, high-quality service. You will coach analysts, handle escalations, and drive AI-enabled improvements that scale support across regions.

Based in Manila, you will partner with Talent Acquisition and other teams to ensure top performance and measurable customer outcomes as the team grows and adapts to evolving AI workflows.