CS Operations Manager

Penbrothers International; Makati; Remote; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Meaningful work & growth

Employee welfare

Global reach & local impact

Powering global startups

Job summary

Penbrothers International seeks an Operations Manager to own Propeller's 24/7 customer service operations. You will ensure fast, thoughtful help around the clock, lifting team performance and accountability as part of the global support team, while shaping AI-enabled workflows for better customer experience.

You will drive initiatives, coach emerging leads, and collaborate across Customer Success, Geospatial Solutions, and People teams to deliver measurable outcomes.

Qualifications

• Experience leading 24/7 support operations.
• Strong coaching and development of team leads.
• Hands-on with support tools (e.g., Zendesk/Sling/Notion).
• Comfort with AI-enabled workflows and experimentation.
• Proven cross-functional collaboration across CS, Geospatial Solutions, People.

Responsibilities

• Lead the 24/7 chat and email support function.
• Own customer service initiatives and resource planning.
• Act as hands-on player-coach to guide the team.
• Mentor team members and conduct regular 1:1s.
• Identify bottlenecks and implement automation improvements.
• Foster a healthy, accountable team culture.

Skills

People leadership

Operational judgment

Support tools

AI curiosity

Cross-functional collaboration

Data-driven decisions

Tools

Zendesk

Sling

Notion

Job description

About Penbrothers

Penbrothers is an HR & remote talent management partner and one of the fastest-growing companies in the Philippines. We provide talented Filipinos with global opportunities in high-growth startups and dynamic companies, from the comfort of their own homes.

About the Client

Our client is on a mission to take the guesswork out of moving dirt - reducing wasted fuel, time, and money. They do this through the power of maps.

The customers use our client's integrated hardware and software products to capture accurate 3D versions of their worksites. With over 50,000 worksites worldwide using our client's smart survey technology, we empower project teams to map, measure, and manage site activity.

Our client empowers everyone to approach, own, and solve problems creatively. They're data nerds who care about impact, honesty, and each other. They take pride in being a great place to work. They are proud to be recipients of BI Group's Excellence in Customer Experience award and Inspiring Workplaces of Australasia, being recognized as a Fast Company and BuiltIn Best Place to Work. You can learn more about us on Glassdoor.

About the Role

As an Operations Manager, you'll own and drive Propeller's 24/7 customer service operations, making sure every customer relying on Propeller's platform and services gets fast, thoughtful help around the clock. This is a people-and-process role as you will lift team performance, engagement, and accountability as an integral part of our global support team, and help shape how we use AI to deliver an even better customer experience.

What You Do

• Lead our 24/7 support operations: Set the direction for Propeller's 24/7 chat and email support function, ensuring team goals, service standards, and ways of working align with Propeller's broader customer experience strategy


• Drive operational performance: Own key customer service initiatives, identify risks or resourcing gaps, and communicate progress, trade-offs, and recommendations clearly to Support Leadership and cross-functional stakeholders


• Lead with high context and presence: Act as a hands-on player-coach who can roll up their sleeves when needed, confidently guide the team through complex scenarios, and collaborate seamlessly across cross-functional departments


• Coach and develop the team: Mentor team members, set clear expectations and goals, run regular 1:1s, provide timely feedback, and support strong performance and growth across the team


• Optimise processes and systems: Identify workflow bottlenecks across chat and email channels, then partner with Support Leadership to implement automation and process improvements that increase speed, quality, and consistency


• Build a healthy, accountable team culture: Foster a positive, psychologically safe environment where team members feel supported, accountable, and connected to Propeller's values as the function scales

What You Bring

• You bring confident people leadership, with experience coaching team members, developing emerging leads, setting clear expectations, and building accountability in a growing team


• You bring strong operational judgement, with the ability to spot process gaps, prioritise improvements, and turn day-to-day support challenges into scalable ways of working


• You bring hands-on knowledge of support tools and systems, such as Zendesk, Sling, Notion, or similar platforms, and know how to use them to improve team visibility, planning, and performance


• You bring curiosity and confidence with AI, with the ability to champion adoption, experiment with new workflows, and help the team use AI to improve speed, quality, and customer experience


• You bring a genuine passion for developing people, creating an environment where team members feel supported, engaged, and able to grow in their careers


• You bring strong cross-functional collaboration skills, with the ability to work effectively across our teams in Customer Success, Geospatial Solutions, People, and other stakeholders


• You bring a data-informed approach, using insights from support metrics, customer trends, and team performance to make better decisions and drive meaningful outcomes

Our Hiring Process & AI Disclaimer: We use AI tools to streamline our application process—including an initial conversation with an AI Interviewer.All hiring decisions are made entirely by humans:our Talent Acquisition team guides your full candidate journey and makes all evaluation decisions.

You are welcome to use AI for CV refinement and research, but real-time AI assistance during interviews or skill assessments is strictly prohibited to ensure an authentic evaluation.

What You’ll Get

At Penbrothers, we are obsessed with creating positive employee experiences. Here you’ll find an environment that nurtures learning and provides opportunities for growth. You’ll have the opportunity to make an impact on fast-growing startups and dynamic companies.

• Meaningful work & Growth: We take every opportunity to stretch ourselves and deliver an excellent client experience.


• Employee as our biggest asset: We are genuinely invested in our people’s career and welfare.


• Global reach & local impact: Get to work with high-growth startups and dynamic companies from the comfort of your own home.


• Powering global startups: We’ve created 1,400 Filipino jobs that empower global start-ups to focus on growth.