Director, Customer Support | Onsite | Ortigas | Night Shift | Day 1 HMO

Emapta; Mandaluyong; On-site; PHP 2,009,000 - 3,125,000; Full time

Benefits offered by this job

Day 1 HMO

Salary advance

Upskilling academy

Gym access

Leave 20 days

Career growth

Global exposure

Referral incentives

Government benefits

Job summary

Emapta is seeking a Director of Customer Support to build and lead a globally scalable team that delivers exceptional customer service across multiple channels. You will drive KPI development, monitoring, and reporting while strengthening self-service and knowledge-centered support initiatives.

The role emphasizes aligning operations with strategic objectives, mentoring leaders, and delivering measurable customer value across geographies.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 3–5 years of experience in a customer support leadership role.
• Willingness to travel approximately 25% to 50% as required.
• Availability to work onsite at least three days per week.

Responsibilities

• Build and lead a globally scalable support organization delivering exceptional customer service across channels.
• Maintain consistent service standards across geographically distributed teams.
• Achieve strong customer satisfaction through scalable processes.
• Track, analyze, and report key performance indicators to strengthen accountability.
• Develop knowledge-centered support and self-service programs for customers.

Skills

Leadership

KPI reporting

Customer service leadership

Problem solving

Education

Bachelor's degree

Job description

Build the Support Organization Behind Exceptional Global Customer Experiences

Lead customer excellence for a global software innovator transforming how manufacturers and distributors operate. As Director, Customer Support, you will scale high-performing teams, strengthen self-service, and turn performance insights into lasting customer value. Build a long-term global career with Emapta, gaining stability, growth, global exposure, work-life balance, and meaningful progression through a top 1% experience designed for top 1% talent.

Snapshot

• Employment Type: Full-time
• Work Setup: Onsite, Ortigas
• Shift: Night Shift, Weekends Off

Benefits

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Fixed weekends off
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

Qualifications

• Bachelor's degree or equivalent professional experience
• 3 to 5 years of experience in a customer support leadership role
• Willingness to travel approximately 25% to 50% as required
• Availability to work onsite at least three days per week

Technical Skills

• Expertise in KPI development, monitoring, analysis, and reporting
• Knowledge of Knowledge-Centered Service (KCS) principles and customer self-service strategies

Competencies

• Proactive problem-solving skills, with the ability to anticipate issues, mitigate risks, and capitalize on opportunities
• Resilience and composure under pressure while maintaining effective performance and emotional control
• Disciplined execution, supported by strong attention to detail, organization, prioritization, time management, and decision-making skills
• Escalation management expertise, including the ability to coordinate timely resolutions with senior management
• Metrics development and reporting capabilities to measure performance and improve organizational efficiency

Responsibilities

• Build and lead a highly productive, globally scalable support organization that delivers exceptional customer service across multiple channels.
• Maintain consistent service standards across geographically distributed teams by enforcing established procedures, service-level agreements, systems, and operating structures.
• Achieve strong customer satisfaction results through efficient, scalable processes that respond effectively to customer needs.
• Establish a robust framework for tracking, analyzing, and reporting key performance indicators to strengthen accountability and organizational efficiency.
• Develop and continuously improve knowledge-centered support and self-service programs that empower customers and enhance satisfaction.
• Optimize staffing, resources, workflows, and support practices to increase productivity and efficiently resolve customer inquiries and issues.
• Apply in-depth product knowledge and customer support best practices to strengthen service quality and operational performance.
• Lead strategic initiatives that scale global customer support operations while supporting sustainable business growth.

About the Client

Our client is redefining how the world's manufacturers and distributors compete, grow, and lead. Its industrial intelligence platform unifies ERP, MES, quality, supply chain, commerce, and operational workflows into one powerful source of truth. Trusted by thousands of businesses worldwide, its specialized technology transforms complex operations into faster decisions, stronger margins, exceptional quality, and rapid ROI-helping industry leaders reduce waste, unlock visibility, and build sustainable competitive advantage across every plant, order, warehouse, and customer interaction with confidence at scale.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.