Customer Support Manager: Lead & Scale AI-Enabled Support

SupportFinity™; Metro Manila; Hybrid; PHP 781,200 - 1,004,400; Full time

Benefits offered by this job

HMO coverage + 1 dependent

Paid Philippines holidays

15 paid leave days

Job summary

SupportFinity™ in Metro Manila is seeking a Manager of Customer Support to lead a team focused on delivering exceptional technical and product support to our customers. This role involves managing daily operations, ensuring timely case resolution, and guiding team members towards their development.

The ideal candidate has over 7 years of customer support experience and at least 2 years in a leadership role. The position offers flexibility within a hybrid working model and focuses on continuous improvement and training for the support team.

Qualifications

• 7+ years of experience in customer support, technical support, or SaaS customer operations.
• 2+ years of experience managing or leading support teams.
• Experience managing case-based support environments and operational metrics.

Responsibilities

• Lead a team of Customer Support Analysts and ensure high-quality support.
• Oversee daily support operations and monitor key support metrics.
• Act as an escalation point for complex customer issues.

Skills

Leadership

Customer support experience

Problem-solving

Technical troubleshooting

Analytical abilities

Tools

Salesforce

Slack

Job description

SupportFinity™ in Metro Manila is seeking a Manager of Customer Support to lead a team focused on delivering exceptional technical and product support to our customers. This role involves managing daily operations, ensuring timely case resolution, and guiding team members towards their development.

The ideal candidate has over 7 years of customer support experience and at least 2 years in a leadership role. The position offers flexibility within a hybrid working model and focuses on continuous improvement and training for the support team.