Customer Data Management Lead – Enterprise SaaS Support

KMC Solutions; Makati; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Health Insurance/HMO

Unlimited MadMax Coffee

Diverse learning & growth

Accessible Cloud HR platform (Sprout)

Above standard leaves

Job summary

KMC Solutions seeks a Manager, Customer Data Management to lead SOCi Customer Support activities in Manila. You will drive daily operations, coach a team, and ensure top-tier enterprise support via phone, email, and web. You’ll partner with US managers and SOCi executives to deliver insights and scalable processes.

The role requires proven team leadership, 2–4 years in enterprise SaaS support, and strong problem-solving. Fluency in communication and a customer-centric mindset are essential.

Qualifications

• Bachelor’s degree or equivalent education.
• 2-4 years of direct, verifiable customer support or team-lead experience in a fast-paced environment, preferably SaaS.

Responsibilities

• Oversee Manila-based Customer Support team operations, ensuring efficiency and timely tasks.
• Lead and motivate the team to meet performance targets and deliver exceptional service.
• Provide coaching and development opportunities to team members for continuous improvement.
• Conduct performance reviews and one-on-one meetings to give constructive feedback.
• Monitor KPIs and identify areas for improvement in service delivery.
• Serve as primary contact for escalated customer issues and resolve conflicts.
• Partner with SOCi executive team and US managers, reporting on insights.
• Maintain and optimize the team’s ticket queue and knowledge base.
• Collaborate with engineering to prioritize and resolve customer issues and product enhancements.
• Deliver high customer satisfaction across support channels.
• Participate in weekend/holiday on-call rotation as needed.
• Create training materials and documentation for internal and external use.
• Communicate clearly with customers, teammates, and engineers in a timely manner.
• Achieve expert-level knowledge of SOCi products and integrations.

Skills

Team leadership

Customer data management

SaaS customer support

Cross-functional collaboration

Process improvement

Complaint resolution

Coaching & development

Data-driven decisions

Education

Bachelor’s Degree or equivalent education

Tools

Salesforce

Freshdesk

Jira

Job description

KMC Solutions seeks a Manager, Customer Data Management to lead SOCi Customer Support activities in Manila. You will drive daily operations, coach a team, and ensure top-tier enterprise support via phone, email, and web. You’ll partner with US managers and SOCi executives to deliver insights and scalable processes.

The role requires proven team leadership, 2–4 years in enterprise SaaS support, and strong problem-solving. Fluency in communication and a customer-centric mindset are essential.