Global Frontline Support Leader - AI-Driven & Hybrid

Thomson Reuters; Manila; Hybrid; PHP 1,000,000 - 1,800,000; Full time

Benefits offered by this job

Hybrid work model

Flexible work arrangements

Grow My Way training

Mental Health Days

Job summary

Thomson Reuters in Manila is seeking a Frontline Support Manager to lead a global customer support organization across APAC, EMEA, and AMER. You will mentor analysts and Team Leads, drive KPIs, and own scheduling and onboarding to ensure optimal coverage.

The role emphasizes incident management, data-driven improvements, and collaboration with Sales, Product and Technology to deliver superior customer experiences.

Qualifications

• 3+ years in a leadership/managerial role
• Experience leading distributed teams across multiple time zones
• 5+ years in IT support or helpdesk
• Strong data literacy; able to reconcile figures and derive insights
• Experience hiring, onboarding and building support teams
• Knowledge of CRM/ticketing platforms (Salesforce/ServiceNow) and ITIL practices

Responsibilities

• Lead and mentor frontline analysts and Team Leads across regions
• Own frontline capacity planning and shift design
• Develop and refine KPIs to improve service delivery and response times
• Manage incident, problem and knowledge management processes
• Oversee AI/automation roadmap for frontline support
• Collaborate with Sales, Product and Technology to address customer issues
• Represent frontline in governance forums and commit to timelines

Skills

Leadership

Data analysis

English

CRM/ServiceNow

ITIL

Hiring & coaching

Education

Higher education in CS/IT/Journalism

Tools

Salesforce

ServiceNow

Job description

Thomson Reuters in Manila is seeking a Frontline Support Manager to lead a global customer support organization across APAC, EMEA, and AMER. You will mentor analysts and Team Leads, drive KPIs, and own scheduling and onboarding to ensure optimal coverage.

The role emphasizes incident management, data-driven improvements, and collaboration with Sales, Product and Technology to deliver superior customer experiences.