Client Support & Operations Leader — Transforming CX

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

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.