Manager, Customer Care & Automation

Finder; Philippines; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

Finder is seeking a senior customer support leader to own the evening response window from Manila, overseeing two specialists and collaborating with the Chief of Staff on AI tools. You will review AI drafts, ensure quality replies, and shape playbooks for new campaigns and product launches.

You will work in a distributed setup with strong emphasis on async handovers, training, and continuous improvement of the customer experience.

Qualifications

• 4+ years in customer support / customer success / trust & safety.
• At least 1 year leading a team (formal or senior IC/QA lead).
• Native‑fluent written English with clear tone and bug reports.
• Comfort using AI tools daily and able to overrule drafts when needed.
• Prompt‑engineering instinct to critique AI outputs.
• Basic technical literacy to read spreadsheets, filters, or JSON payloads.
• Ability to manage distributed/async teams with strong async handovers.
• A settled home office with reliable internet and quiet space for calls.

Responsibilities

• Own evening customer response window (Manila 2pm–10pm; Sydney overlap).
• Lead 2 Customer Care Engagement Specialists; manage 1:1s and performance.
• Review and edit AI drafted replies; ensure human accountability.
• Flag and fix misclassifications and update prompts/playbooks with the Chief of Staff.
• Grow the AI playbooks and triage processes for new queries and campaigns.
• Escalate complex tickets to the Sydney team with proper handoff.
• Participate in a training‑heavy first 3 months with overlap.

Skills

Customer support

Leadership

English fluency

AI tools

Prompt engineering

Technical literacy

Remote/distributed work

Communication

Tools

HubSpot Service Hub

SQL

BigQuery

Python

Job description

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.
• 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.