Head of Support Operations & Customer Excellence

2C2P; Philippines; On-site; PHP 1,800,000 - 3,200,000; Full time

Job summary

2C2P is seeking a Senior Manager, Operations Support to lead the Support team in a dynamic start-up environment in the Philippines. The role requires steering cross-functional efforts across customer, merchant, and partner support, with a focus on efficiency, risk management, and scalable processes.

The successful candidate will drive an executable strategy, recruit and develop teams of 6–15, and oversee major operational initiatives to ensure high performance and compliance with company

Qualifications

• 7+ years of working experience with at least 2 years in leadership capacity in customer/merchant support.
• Experience in payment processing, merchant acquiring, credit card fraud and chargeback from a financial institution and/or payments company.
• Sound knowledge of merchant risk, payment risk, card association policies, chargeback processes.
• Good command of English communication both written and spoken.
• Experience in an early stage start-up and a global matrix organization is advantageous.

Responsibilities

• Overseeing all customer, merchant, and partner support across pre-live, onboarding, and post-launch activities.
• Managing partner boarding projects including API/system specification reviews and ongoing support.
• Delivering seamless support and issue resolution to customers, merchants/clients, and partners.
• Building and leading the support function, defining KPIs, and driving lean operational improvements.
• Recruiting and coaching the team; ensuring policy compliance and high performance.

Skills

Leadership

Payments industry

Merchant risk

Team management

Communication skills

Crisis management

Cross-functional collaboration

Job description

2C2P is seeking a Senior Manager, Operations Support to lead the Support team in a dynamic start-up environment in the Philippines. The role requires steering cross-functional efforts across customer, merchant, and partner support, with a focus on efficiency, risk management, and scalable processes.

The successful candidate will drive an executable strategy, recruit and develop teams of 6–15, and oversee major operational initiatives to ensure high performance and compliance with company