Head of Support Ops & AI Efficiency

Snappr Inc.; Eastern Manila District; Sur place; PHP 1 200 000 - 2 100 000; Plein temps

Avantages offerts par ce poste

Competitive Pay

Transportation allowance provided

Health Insurance (Day 1 HMO w/ depend)

Résumé du poste

Snappr is seeking a Support Operations Manager to own and grow our customer support function for PAYG and Enterprise clients. You will lead Team Leads and Specialists, ensuring responsive, empathetic service while safeguarding Snappr's reputation through escalations and a world-class Resolution Center.

You will drive efficiency by deploying AI, analyzing productivity, and partnering with Product, Engineering, and Workforce Management.

Qualifications

• 5+ years in customer support, customer success, or operations management with leadership of 20+ team members.
• Hands-on experience deploying AI in support/ops with measurable impact.
• Strong data analytics and KPI-driven mindset.
• Excellent cross-functional communication with Product, Engineering, and Operations.
• Willingness to report 100% onsite in Ortigas, Metro Manila.

Responsabilités

• Own end-to-end customer support across Consumer and Enterprise.
• Aggressively explore, test, and deploy AI to improve efficiency and CSAT.
• Analyze productivity and quality; identify bottlenecks and implement improvements.
• Use data to understand agent behavior and surface process improvements.
• Recruit, train, and manage a team of Customer Success Specialists and Team Leads.

Connaissances

Customer Success Leadership

AI in Ops

Data Analytics

Project Management

Cross-functional Collaboration

BI Dashboards

English Fluency

Hands-on Problem Solving

Leadership of 20+

Outils

BI Tools

Description du poste

Snappr is seeking a Support Operations Manager to own and grow our customer support function for PAYG and Enterprise clients. You will lead Team Leads and Specialists, ensuring responsive, empathetic service while safeguarding Snappr's reputation through escalations and a world-class Resolution Center.

You will drive efficiency by deploying AI, analyzing productivity, and partnering with Product, Engineering, and Workforce Management.