Global Frontline Support Lead—AI & Automation
Reuters
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Benefits offered by this job
Job summary
Reuters is seeking a Frontline Support Manager to lead a worldwide support organization and drive AI, automation and data-driven insights across APAC, EMEA and AMERS regions. You will manage analysts and Team Leads, shape operating plans, and own KPIs, staffing, and knowledge management.
The role requires 5+ years in IT support or helpdesk, strong leadership, and excellent communication skills in English. Hybrid work in Manila, Philippines, with opportunities to influence global customer
Qualifications
- 5+ years in IT support or helpdesk roles, preferably in a media environment.
- Experience leading a distributed team across multiple time zones.
- Strong data literacy: build reporting and reconcile figures.
- English required (written and verbal).
Responsibilities
- Lead, mentor and develop frontline support analysts and team leads across APAC/EMEA/AMERS.
- Own frontline hiring, onboarding and scheduling to ensure coverage and SLAs.
- Drive AI/automation roadmap and knowledge base improvements.
- Maintain frontline KPIs, incident response, and customer experience improvements.
Skills
Education
Tools
Job description
Reuters is seeking a Frontline Support Manager to lead a worldwide support organization and drive AI, automation and data-driven insights across APAC, EMEA and AMERS regions. You will manage analysts and Team Leads, shape operating plans, and own KPIs, staffing, and knowledge management.
The role requires 5+ years in IT support or helpdesk, strong leadership, and excellent communication skills in English. Hybrid work in Manila, Philippines, with opportunities to influence global customer
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