Assistant Manager, Client Support Ops & Transformation

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

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