Assistant Manager - Client Support & Commercial Operations

Straive; Parañaque; On-site; PHP 1,800,000 - 3,000,000; Full time

Job summary

Straive is seeking a Client Support Leader to transform the support desk into a proactive, consultative operation. You will coach agents, expand voice support, and establish scalable SOPs and knowledge bases.

You will oversee daily desk workflows, optimize resources, deliver analytics dashboards, and report outcomes to leadership. 8+ years in ops or client support and 3+ years of people leadership are required; CRE knowledge is a plus.

Qualifications

• Bachelor's degree or higher in business/ops; MBA preferred.
• 8+ years in operations, customer success, or client support.
• 3+ years of direct people management leading client-facing desks.

Responsibilities

• Lead and evolve the client support desk from reactive to consultative operations.
• Oversee daily workflows, case management, and phone support; optimize resources.
• Own onboarding and structured training programs for new agents; drive process improvements.

Skills

Leadership

Change Delivery

Analytics

Communication

Customer Support Excellence

Education

Bachelor's Degree (Business Administration / Operations / Finance)

MBA preferred

Tools

Salesforce

Ticketing Systems

Reporting Tools

Microsoft Office

Job description

Client Support Leadership (Primary Focus)

• Team Evolution: Transition the support desk from a reactive, transactional queue to a high- performing, consultative customer support operation.
• Capability Upskilling: Coach, mentor, and upskill support agents to confidently handle complex case types and proactive customer interactions.
• Voice Capability: Drive and manage the team's transition into phone-based client support and active voice engagement.
• Escalation Management: Serve as the senior point of contact for critical, high-priority, and complex client issues, ensuring swift resolution within SLAs.
• Performance Culture: Foster a culture of accountability, quality, and exceptional customer service across the entire support operation.

Operational & Desk Management

• Daily Oversight: Oversee day-to-day desk workflows including case management, queue distribution, phone support operations, portal-related inquiries, and necessary administrative tasks.
• Resource Optimization: Monitor workload distribution and resource utilization to maximize team productivity and maintain high service quality.
• Process Documentation: Identify operational bottlenecks and establish standardized workflows, standard operating procedures (SOPs), and internal knowledge bases.

Onshore Manager Delegation & Team Development

• Operational Ownership: Take over key delivery responsibilities currently managed by the onshore manager to free up their capacity, specifically owning:
• Weekly process and product updates
• Quality assurance reviews and constructive feedback coaching
• Critical case assistance and product case reviews
• New agent onboarding and structured training programs
• Training Programs: Design and execute continuous learning frameworks to improve the teams product knowledge and customer handling skills.

Reporting & Analytics

• Data-Driven Insights: Develop and maintain operational dashboards to track team performance metrics.
• Trend Analysis: Analyze support data to identify recurring system issues, training gaps, and process improvement opportunities.
• Stakeholder Reporting: Present clear operational performance reports and actionable insights to internal leadership and client stakeholders (covering SLA compliance, customer satisfaction, quality scores, and phone support effectiveness).

Qualifications & Experience

• Education: Bachelor’s Degree in Business Administration, Operations Management, Finance, or a related field (MBA preferred).
• Professional Experience: 8+ years of professional experience in operations, customer success, commercial operations, or client support environments.
• Leadership: 3+ years of direct people management experience leading client-facing support desks.
• Change Delivery: Proven track record driving operational transformation, team upskilling, and transitioning teams into phone-based customer service.
• Commercial Real Estate (CRE): Working knowledge of CRE concepts, workflows, and industry terminology is highly preferred.
• Customer Support Excellence: Strong customer-centric mindset with deep expertise in helpdesk service delivery frameworks and complex escalation resolution.
• Leadership &Coaching: Proven ability to build, inspire, and upskill a team, transforming under-led functions into high-performing units.
• Analytics: Strong analytical skills with the ability to turn raw support data and metrics into actionable operational strategies.
• Communication: Exceptional verbal and written communication skills, with comfort presenting to senior stakeholders and engaging directly with clients.
• Tools & Technology: Proficiency with CRM platforms (Salesforce preferred), ticketing systems, reporting tools, and the Microsoft Office Suite.