Assistant Manager - Client Support & Commercial Operations

SPi Global (now Straive); Philippines; Hybrid; PHP 1,800,000 - 3,000,000; Full time

Job summary

SPi Global (now Straive) is seeking a Senior Client Operations Leader in Paranaque City, Philippines. The role focuses on transforming the support desk into a high-performing, consultative operation with strong coaching, voice support, and SLA-driven delivery.

The Hybrid setup includes 2 onsite days weekly and a night shift schedule. You will own desk management, analytics, onshore delegation, and a culture of accountability and customer excellence.

Qualifications

• Bachelor’s degree in business or related field; MBA preferred.
• 8+ years in operations, customer success, or client support.
• 3+ years of direct people management of client-facing desks.
• Proven track record in operational transformation and upskilling.
• Working knowledge of CRE concepts is highly preferred.

Responsibilities

• Lead client support leadership, transforming to a consultative operation.
• Coach, mentor, and upskill agents for complex cases and proactive interactions.
• Drive voice-based client support and manage escalations within SLAs.
• Oversee day-to-day desk workflows, case management, and admin tasks.
• Develop dashboards and analyze metrics; report to leadership and clients.

Skills

Leadership

Analytics

Communication

Customer support

Coaching

Change delivery

CRE knowledge

Education

Bachelor’s Degree in Business Administration, Operations Management, Finance, or related field

MBA preferred

Tools

Salesforce

Ticketing systems

Reporting tools

MS Office

Job description

Hybrid Set-up: 2x a week onsite

Schedule: Night Shift

Location: Paranaque City

Key Responsibilities :

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.

Technical Skills & Competencies

• 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.