Customer Service Manager

Viventis Search Asia; Metro Manila; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Viventis Search Asia is seeking a senior Customer Support leader to oversee daily operations across Tier 2 and Tier 3 escalations, team leaders, and floor management from its Manila on-site hub.

The role requires extensive experience managing large teams (80–100 staff) and delivering KPI-driven results while coordinating with QA, training, and knowledge-management functions in an international environment.

Qualifications

• Significant management experience in Customer Support, Customer Service, BPO, or a comparable operational environment.
• Proven experience managing a large customer support organization with multiple management layers and ~80–100 employees.
• Experience managing Team Leaders, Floor Managers, senior support professionals, and vendor-operated teams.
• Strong knowledge of Tier 2 support, Tier 3 escalations, ticket management, and customer support workflows.
• Demonstrated experience managing KPIs, SLAs, response times, resolution times, backlogs, and customer satisfaction metrics.
• Experience working with QA, training, and knowledge-management functions.
• Proven ability to handle complex escalations and coordinate solutions across multiple departments.
• Strong reporting, analytical, problem-solving, and decision-making capabilities.
• Experience working in an international or global organization and collaborating with managers and stakeholders from different countries and cultures.
• Ability to work effectively across time zones and maintain close alignment with global leadership.
• Experience in travel technology, online travel, hospitality, or related industry would be a strong advantage.

Responsibilities

• Oversee the daily operation of the Customer Support department, including Tier 2 Support, Tier 3 Escalations, Team Leaders, and Floor Management.
• Ensure that all customer requests, support tickets, escalations, and operational tasks are properly managed, assigned, prioritized, followed up, and completed within company standards and agreed timelines.
• Maintain a smooth and efficient operational flow across all customer support channels and functions.
• Ensure that complex and high-priority customer escalations are handled promptly, professionally, and effectively.
• Oversee Tier 2 and Tier 3 escalation processes and ensure clear ownership of every case.
• Review and apply QA findings to improve service quality and operational performance.
• Work closely with the QA function to establish and maintain consistent service and communication standards.

Skills

Leadership

Coaching

Communication

Stakeholder management

Job description

Location:Manila, Philippines – On-site

Employment Schedule:Five days per week

Responsibilities:

• Oversee the daily operation of the Customer Support department, including Tier 2 Support, Tier 3 Escalations, Team Leaders, and Floor Management.

• Ensure that all customer requests, support tickets, escalations, and operational tasks are properly managed, assigned, prioritized, followed up, and completed within company standards and agreed timelines.

• Maintain a smooth and efficient operational flow across all customer support channels and functions.

• Ensure that complex and high-priority customer escalations are handled promptly, professionally, and effectively.

• Oversee Tier 2 and Tier 3 escalation processes and ensure clear ownership of every case.

• Review and apply QA findings to improve service quality and operational performance.

• Work closely with the QA function to establish and maintain consistent service and communication standards.

Qualifications:

• Significant management experience in Customer Support, Customer Service, BPO, or a comparable operational environment.

• Proven experience managing a large customer support organization, ideally involving multiple management layers and approximately 80–100 employees.

• Experience managing Team Leaders, Floor Managers, senior support professionals, and vendor-operated teams.

• Strong knowledge of Tier 2 support, Tier 3 escalations, ticket management, and customer support workflows.

• Demonstrated experience managing KPIs, SLAs, response times, resolution times, backlogs, and customer satisfaction metrics.

• Experience working with QA, training, and knowledge-management functions.

• Proven ability to handle complex escalations and coordinate solutions across multiple departments.

• Strong reporting, analytical, problem-solving, and decision-making capabilities.

• Experience working in an international or global organization and collaborating with managers and stakeholders from different countries and cultures.

• Ability to work effectively across time zones and maintain close alignment with global leadership.

• Strong leadership, coaching, communication, and stakeholder-management skills.

• Excellent written and spoken English.

• Experience in the travel technology, online travel, hospitality, or related industry would be a strong advantage.