Global Head of Customer Support Operations

ZigZag Philippines; Pasig; Remote; PHP 1,200,000 - 1,800,000; Full time

Job summary

ZigZag Philippines is seeking a Head of Customer Support Operations to lead the day-to-day performance of outsourced customer service teams across BPO partners. You will coordinate staffing, reporting, quality monitoring, training, and escalations to improve the customer experience.

The role requires strong leadership in a multi-site environment, collaboration with CET and Australian teams, and a proven track record in managing service delivery and performance metrics.

Qualifications

• Bachelor’s degree in business, management, or a related area preferred.
• Significant leadership experience in customer service or outsourcing settings.
• Experience coordinating across multiple BPO partners and teams.

Responsibilities

• Oversee day-to-day outsourced customer service operations.
• Maintain service levels, response times, and quality standards.
• Coordinate staffing, reporting, and capacity planning with BPO partners.
• Collaborate with CET, BPO leaders, and other departments to improve the customer experience.
• Lead performance reviews, coaching, and escalation procedures.

Skills

Customer service leadership

Staff management

BPO experience

Multi-team management

English communication

Education

Bachelor’s degree in business/management

Tools

Microsoft Office

CRM systems

Job description

ZigZag Philippines is seeking a Head of Customer Support Operations to lead the day-to-day performance of outsourced customer service teams across BPO partners. You will coordinate staffing, reporting, quality monitoring, training, and escalations to improve the customer experience.

The role requires strong leadership in a multi-site environment, collaboration with CET and Australian teams, and a proven track record in managing service delivery and performance metrics.