Assistant Manager - Client Support & Commercial Operations

Straive; Parañaque; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Straive is seeking an experienced Client Support Leader to drive the evolution of the support desk from reactive queues to a consultative, high-performing operation in the Philippines. The role emphasizes coaching teams, transitioning to phone-based client support, and owning escalation management with strict SLA adherence.

The ideal candidate has 8+ years in operations or customer success, 3+ years in leadership, and a strong track record in process improvement, analytics, and cross-functional

Qualifications

• 8+ years of professional experience in operations, customer success, commercial operations, or client support environments.
• 3+ years of direct people management experience leading client-facing support desks.
• Proven track record driving operational transformation, team upskilling, and transitioning teams into phone-based customer service.
• Working knowledge of CRE concepts, workflows, and industry terminology is highly preferred.
• Strong customer-centric mindset with deep expertise in helpdesk service delivery frameworks and complex escalation resolution.
• Ability to build, inspire, and upskill a team, transforming under-led functions into high-performing units.
• Strong analytical skills to turn raw support data and metrics into actionable strategies.
• Excellent verbal and written communication skills, comfortable presenting to senior stakeholders and engaging with clients.
• Proficiency with CRM platforms (Salesforce preferred), ticketing systems, reporting tools, and Microsoft Office Suite.

Responsibilities

• Transition the support desk from a reactive, transactional queue to a consultative, high-performing operation.
• Coach, mentor, and upskill agents to handle complex cases and proactive interactions.
• Lead the transition to phone-based client support and active voice engagement.
• Serve as senior point of contact for critical/high-priority issues with rapid SLA-driven resolutions.
• Develop operational dashboards and data-driven insights for leadership and stakeholders.
• Oversee day-to-day desk workflows, queue distribution, phone support operations, and related admin tasks.
• Own weekly process/product updates, QA reviews, and training programs for new agents.
• Document processes, establish SOPs, and build internal knowledge bases.

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.