Customer Data & Support Operations Leader

KMC Solutions; Makati; On-site; PHP 1,200,000 - 2,000,000; 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 is hiring a Manager, Customer Data Management to oversee the Manila-based Customer Support team within the broader Customer Success group. You will drive day-to-day operations, coach staff, and collaborate with US partners to ensure service excellence.

You will manage escalations, track KPIs, and contribute to knowledge base and process improvements while aligning with product and sales teams.

Qualifications

• Bachelor's degree or equivalent
• 2–4 years of direct, verifiable customer support experience in a fast-paced enterprise SaaS environment
• Proven work experience as a team leader or supervisor
• Exceptional communication skills, both written and verbal
• Strong interpersonal and cross-functional collaboration skills
• Ability to achieve expert level mastery of products
• Experience with enterprise social media networks
• Willingness to work off-hours as needed
• Experience with listings management and SEO is a plus

Responsibilities

• Oversee day-to-day Manila Customer Support team activities for efficiency and KPI achievement
• Lead and motivate a team to deliver exceptional customer service and meet performance targets
• Provide coaching and development opportunities for team members
• Conduct regular performance evaluations and one-on-one meetings
• Monitor KPIs and identify areas for improvement
• Serve as primary contact for escalated customer issues and resolve conflicts
• Foster a customer-centric culture and promote best practices
• Interview candidates and train new hires on CS tools and onboarding
• Coordinate with US teams and report on customer insights and productivity
• Ensure accurate ticket queue management and knowledge base contribution
• Collaborate with Engineering on prioritizing and resolving issues
• Work with cross-functional teams including Sales, Product, and Success
• Maintain high customer satisfaction across basic and advanced issues
• Participate in weekend/holiday on-call rotations
• Create documentation and training materials for internal and external use
• Communicate clearly with customers, teammates, and engineers
• Continuously improve service levels and productivity
• Be proactive in scaling the support model
• Take on special projects as needed
• Assist with triage and remediation of issues
• Develop expert-level knowledge of products and integrations

Skills

Team leadership

Customer support

Communication skills

Cross-functional collaboration

Problem solving

Enterprise SaaS experience

Self-direction

Customer satisfaction focus

Education

Bachelor's Degree

Tools

Salesforce

Freshdesk

Jira

Job description

KMC Solutions is hiring a Manager, Customer Data Management to oversee the Manila-based Customer Support team within the broader Customer Success group. You will drive day-to-day operations, coach staff, and collaborate with US partners to ensure service excellence.

You will manage escalations, track KPIs, and contribute to knowledge base and process improvements while aligning with product and sales teams.