Hybrid Product Support Leader – Mentorship & Metrics

MicroSourcing; Manila; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Healthcare on day one

Paid time off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing seeks a Product Support Manager to lead and mentor the Product Support Team in a hybrid role at BGC, Taguig. You will oversee daily operations, drive service delivery excellence, and partner with Product, Engineering, and Sales/GTM to resolve customer issues for existing and new products.

You will build scalable support models, implement data-driven dashboards, and drive process improvements to boost retention and satisfaction while managing costs.

Qualifications

• Proven experience leading, mentoring, and scaling technical or product support teams in a fast-paced environment.
• Strong track record of meeting and reporting on data-driven customer support metrics (e.g., SLA, CSAT, First Response Time).
• Demonstrated experience handling core HR activities, performance management, and team coaching.
• Exceptional cross-functional collaboration with Product, Engineering, and Go-To-Market teams.
• Strong problem-solving skills with escalation management and root-cause analysis for product defects.

Responsibilities

• Lead, motivate, and mentor the Product Support Team, providing coaching and structured professional development opportunities.
• Manage overall daily operations, performance metrics, and service delivery excellence for new and existing products.
• Support leadership in meeting defined Support Team metrics while identifying efficiencies to reduce costs and streamline workflows.
• Handle departmental HR activities, including performance management, coaching, and compliance with company policies.
• Build and manage scalable support models, data-driven performance dashboards, and structured escalation pathways.
• Partner with Product, Engineering, Sales/GTM, and Operations teams to resolve customer issues and implement systemic improvements.
• Execute assigned special projects centered on process improvement, automation, and customer loyalty initiatives.
• Drive customer retention and satisfaction by ensuring the department operates profitably and meets internal and external expectations.

Skills

Team leadership

Mentoring

Scaling teams

Data-driven metrics

Cross-functional collaboration

Escalation management

Root-cause analysis

Customer support metrics

Job description

MicroSourcing seeks a Product Support Manager to lead and mentor the Product Support Team in a hybrid role at BGC, Taguig. You will oversee daily operations, drive service delivery excellence, and partner with Product, Engineering, and Sales/GTM to resolve customer issues for existing and new products.

You will build scalable support models, implement data-driven dashboards, and drive process improvements to boost retention and satisfaction while managing costs.