Manager, Customer Care & Automation

Hive Empire Pty Ltd; Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Finder is seeking a Manager, Customer Care & Automation to lead our evening customer response window in Manila and oversee two specialists. You will collaborate with the Chief of Staff on AI-driven tooling, review AI-drafted replies, and continuously improve the playbooks and templates used to handle partner campaigns and product launches.

You will drive quality assurance, triage complex tickets, and ensure seamless handovers with the Sydney team, while mentoring your distribution-wide team in a

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 register between empathetic replies, internal notes, and bug reports
• Comfort using AI tools daily as an operator, knowing when to trust or override AI outputs
• Prompt-engineering instinct: able to critique AI drafts and specify required context
• Basic technical literacy: read spreadsheets, filter queries, or JSON payloads
• Comfort managing distributed / async teams, with clear async handovers and docs
• Settled home office with reliable internet, backup power/data, and quiet space for calls

Responsibilities

• Own customer response during your shift window (2pm–10pm Manila, 4pm–midnight Sydney) ensuring timely, high-quality replies
• Lead two Customer Care Engagement Specialists; manage 1:1s, performance, priorities, quality, tone, and knowledge
• Collaborate with the AI drafter by reviewing, editing, or overriding drafts; maintain human accountability
• Flag and describe AI misclassifications; work with Chief of Staff to improve prompts, playbooks, and data checks
• Help grow the knowledge base and playbooks for recurring queries, including product launches and fraud patterns
• Escalate complex tickets (payment disputes, PII/privacy, VIPs) to the Sydney team with proper handoffs
• Participate in a training-heavy first 3 months with overlap to Sydney team, then settle into regular hours

Skills

Leadership

Native English

AI tools proficient

Prompt engineering

Technical literacy

Distributed/async work

Home office setup

Tools

HubSpot Service Hub

BigQuery

SQL

Job description

Manager, Customer Care & Automation

Who we are

At Finder, our mission is simple: we help people win at money.

We're the independent research engine behind millions of better financial decisions — we do the heavy lifting so our customers don't have to. Whether they're trying to save money, grow it, or grab a reward they can't get direct, we make sure they get a genuinely better deal.

We're a global fintech crew with hubs in Sydney, New York, London, and Wroclaw — engineers, analysts, content creators, and marketers who are genuinely nosy about money. We hire people who'd rather move fast and figure it out than wait for permission. The work is real, too: what you do actually changes what someone does with their money.

If that sounds like your kind of problem, this is the seat for you.

Role Overview

This isn't a traditional call-centre leadership role. It's part player-coach, part AI ops. You'll own our evening customer response window, lead 2 Customer Care Engagement Specialists, and be a hands-on collaborator with the Chief of Staff on the AI tools our team runs on.

Main Responsibilities

• Own customer response between 2pm–10pm Manila (4pm–midnight Sydney). This is the hard commitment — during your shift window, Finder members get timely, high-quality responses on the HubSpot Chat & Email inbox. You're either replying yourself, or one of your specialists is, and either way you own the outcome.
• Lead 2 Customer Care Engagement Specialists. You'll inherit two existing specialists. You'll run their 1:1s, own their performance, set weekly priorities, review quality, coach them on tone and product knowledge, and set the culture for our small distributed team. Their working hours may sit inside or partially overlap with yours — we'll walk you through the current setup during interview.
• Work with the AI drafter. Our system pre-drafts customer replies. You and your specialists review its drafts, edit or override them where needed, and post the final reply. You'll never blindly send an AI draft; the human accountability layer is you.
• Feed the AI back. When the drafter gets things wrong — misclassifies the issue, misses a T&C detail, uses the wrong tone, doesn't spot a partner-side attribution gap — you'll flag it, describe what should've happened, and work directly with the Chief of Staff to update the skill's prompt, its playbook, or its data checks. Over time you'll own more of these iterations directly.
• Grow the skill library. As we spot new recurring query types (new partner campaigns, new product launches, new fraud patterns), you'll help write the playbooks the AI uses to handle them — including how to triage, what to check in BigQuery/HubSpot/Members API, and what the ideal reply looks like.
• Escalate cleanly. Some tickets need human-only handling — payment disputes, PII/privacy requests, credit score edge cases, VIP members. You'll know when to route those to the wider Sydney team and how to document the handoff.
• Run a training-heavy first 3 months. You'll significantly overlap with the current Sydney crew (their 9am–4pm Sydney = your 7am–2pm Manila) for shadowing, training, product deep-dives and shared handover. After that, you settle into the standard 2pm–10pm Manila window, with ~1 hour of daily Sydney overlap for handovers.

Essential Requirements

• 4+ years in customer support / customer success / trust & safety, with at least 1+ year leading a team (formally or as senior IC / QA lead)
• Native-fluent written English — you shift register cleanly between empathetic member replies, sharp internal notes, and clear technical bug reports
• Comfort using AI tools every day as an active operator, not a novelty. You know when to trust an AI output and when to overrule it.
• Prompt-engineering instinct: you can look at an AI draft that's wrong and articulate why it's wrong and what the prompt or context should have said
• Basic technical literacy — you can read a spreadsheet, query filter, or JSON payload without needing an engineer to translate
• Comfort managing distributed / async — your specialists' shifts may not perfectly line up with yours, so 1:1s, docs, and clear async handovers matter more than shoulder-tapping
• A settled home office with reliable internet, backup power/data, and a quiet space for calls

Nice to have

• Experience with HubSpot Service Hub (Conversations, Inbox, tickets, CSAT)
• Experience owning a helpdesk QA rubric, knowledge base, or macros/templates library
• Familiarity with SQL, BigQuery, or basic Python — enough to run our template attribution queries and interpret the results

Inclusion

To build technology and products that are used and loved by people and solve real-world problems, we need to build a team with many different perspectives and experiences. We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us. We will treat your request as confidentially as possible. In your email, please include your name and preferred method of contact, and we will respond as soon as possible. Email [e-mail] with any questions or feedback.