Manager, Customer Support

Hammerjack Pty Ltd; Philippines; On-site; PHP 1,200,000 - 1,900,000; Full time

Benefits offered by this job

Competitive salary package

Night differential pay

HMO with dependent coverage

Job summary

Emapta Philippines is recruiting a Lead Customer Success Manager to drive high-performing B2B support teams delivering outcomes across enterprise software solutions. The role emphasizes responsible AI use, cross-functional leadership, and strategic customer outcomes.

The position is onsite at SM Megatower, Ortigas, with a night shift (9:00 PM–6:00 AM Manila Time) and weekends off, offering competitive compensation and growth opportunities.

Qualifications

• Bachelor's degree or equivalent professional experience.
• 3 to 5 years of experience in a Customer Support leadership role.
• Demonstrated ability to use AI-enabled tools responsibly, validate outputs, and protect confidential information.

Responsibilities

• Optimize team performance and productivity in fast-paced environments.
• Build, educate, and lead diverse B2B support teams to deliver exceptional service.
• Manage offshore teams and contractors.
• Use CRM tools to track customer interactions and drive service excellence.
• Deliver multichannel support across phone, web, email, and chat.
• Collaborate with teams to translate priorities into execution.
• Use data and feedback to improve processes and decisions.
• Communicate progress and risks to stakeholders.
• Use AI-assisted tools responsibly while ensuring quality and accountability.
• Maintain clear documentation and handoffs.

Skills

Leadership

Cross-functional collaboration

AI fluency

Education

Bachelor's degree or equivalent

Tools

Salesforce

Zendesk

Zoho

Job description

Lead Customer Success Where Every Solution Keeps Industry Moving

When manufacturers and distributors depend on mission-critical software, exceptional support keeps operations moving. Lead that impact as Manager, Customer Support, developing high-performing B2B teams that strengthen customer outcomes and service excellence. Build expertise in global enterprise technology, expand your leadership influence, and advance internationally-without leaving the Philippines.

Your Career Snapshot

• Employment Type: Full-time
• Shift: Night Shift (9:00 PM-6:00 AM Manila Time), Weekends Off
• Work Setup: Onsite, SM Mega Tower, Ortigas

Exciting Perks Await!

• Competitive Salary Package
• Night differential pay to maximize your earnings
• HMO coverage with free dependent upon regularization
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used at your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• Bachelor's degree or equivalent professional experience
• 3 to 5 years of experience in a Customer Support leadership role
• Demonstrated ability to use AI-enabled tools responsibly, validate outputs, and protect confidential information

Competencies

• Business Judgment: Connect day-to-day work to the outcomes the business needs
• Collaboration: Work across functions with clarity, ownership, and respect
• Disciplined Execution: Prioritize effectively, follow through on commitments, and maintain high standards of quality
• Communication: Share context, decisions, and risks clearly with the appropriate stakeholders
• AI Fluency: Use AI tools responsibly to improve insights and productivity, validate outputs, protect confidential information, and apply sound human judgment

Your Daily Tasks

• Optimize team performance and productivity in fast-paced, lean environments
• Build, educate, and lead diverse, multi-tiered B2B support teams to deliver exceptional service
• Manage a blend of resourcing models, including offshore teams and contractors
• Use CRM tools such as Salesforce, Zendesk, or Zoho to track customer interactions and drive service excellence
• Deliver seamless multichannel support across phone, web portal, email, and chatPartner across teams to translate business priorities into clear, disciplined execution
• Use data, feedback, and operating signals to improve work processes and decisions within scope
• Communicate progress, risks, and decisions clearly to stakeholders who depend on the work
• Use AI-assisted tools responsibly to accelerate analysis and routine work while retaining accountability for quality and outcomes
• Maintain clear documentation, handoffs, and ownership to ensure work progresses without ambiguity

Our Values - Who We Are

• Humility: Put team success ahead of self-interest
• Integrity: Communicate candidly, acknowledge mistakes, and do the right thing even when it comes at a cost
• Grit: Demonstrate fortitude and determination while prioritizing long-term goals over short-term comfort
• Results Orientation: Focus on measurable results rather than effort, with execution taking priority over busyness
• Winning Attitude: Maintain optimism and determination while persevering through challenges and adversity
• Drive to Excellence: Seek feedback, embrace continuous learning and growth, and strive to become the best version of yourself

The Five Promises - What We Deliver

• Start Where the Work Is - Go to the floor before the office; build from reality, not theory.
• Make It Run- Ship software that runs where the work happens-and own it in production.
• Own the Hard Part - The customer's job is hard enough; don't hand off the mess.
• Show Up as a Team - Heroes burn out; teams compound. No vanishing reps.
• Move Their Number - Focus on outcomes, not activity-the number the customer is judged on, not ours.

About the Client

Our client is an enterprise software company providing purpose-built technology for specialty manufacturers and distributors worldwide. They deliver mission-critical solutions spanning ERP, manufacturing execution, quality management, supply chain, warehouse operations, inventory, and digital commerce. Their integrated software connects production, financial, operational, and customer data to simplify complex industrial workflows. Through automation, real-time visibility, and AI-driven intelligence, they help businesses improve productivity, strengthen quality, optimize resources, enhance customer experiences, and make smarter decisions across manufacturing and distribution operations.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia'sBest Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.