Manager, AI‑Driven Customer Care (Evenings)

finder.com.au; Manila; On-site; PHP 1,562,000 - 2,678,000; Full time

Job summary

Finder is seeking a seasoned customer care leader to own our evening response window in Manila, guiding two specialists and shaping the AI‑assisted reply workflow. You will review AI drafts, refine prompts, and ensure high‑quality member interactions across HubSpot channels.

The role emphasizes hands‑on coaching, cross‑time‑zone collaboration with Sydney, and building scalable playbooks for new inquiries and fraud patterns. A strong English writer with AI fluency is essential.

Qualifications

• 4+ years in customer support / customer success / trust & safety with at least 1+ year leading a team
• Native‑fluent written English with ability to shift tone
• Comfort using AI tools daily as an active operator
• Prompt‑engineering instinct to critique AI drafts
• Basic technical literacy to read a spreadsheet, query filter, or JSON payload
• Comfort managing distributed / async with clear async handovers
• Settled home office with reliable internet, backup power/data, and a quiet space for calls

Responsibilities

• Own the evening customer response window (2pm–10pm Manila) and ensure timely, high‑quality replies on the HubSpot Chat & Email inbox
• Lead two Customer Care Engagement Specialists and manage 1:1s, performance, weekly priorities, and coaching
• Review AI‑generated replies, edit or override, and finalize customer messages
• Provide feedback to improve AI prompts, playbooks, and data checks with the Chief of Staff
• Grow the skill library and playbooks for new partner campaigns, product launches, and fraud patterns
• Escalate sensitive tickets to the wider Sydney team and document handoffs
• Run a training‑heavy first 3 months with overlap with the Sydney team, then settle into a Manila window with daily overlap

Skills

Customer support leadership

Native English

AI tool proficiency

Prompt engineering

Technical literacy

Distributed/async work

Home office setup

Tools

HubSpot Service Hub

BigQuery

SQL

Python (basic)

Job description

Finder is seeking a seasoned customer care leader to own our evening response window in Manila, guiding two specialists and shaping the AI‑assisted reply workflow. You will review AI drafts, refine prompts, and ensure high‑quality member interactions across HubSpot channels.

The role emphasizes hands‑on coaching, cross‑time‑zone collaboration with Sydney, and building scalable playbooks for new inquiries and fraud patterns. A strong English writer with AI fluency is essential.