Night-Shift Client Support & Ops Leader (Hybrid)

SPi Global (now Straive); Philippines; Hybrid; PHP 1,800,000 - 3,000,000; Full time

Job summary

SPi Global (now Straive) is seeking a Senior Client Operations Leader in Paranaque City, Philippines. The role focuses on transforming the support desk into a high-performing, consultative operation with strong coaching, voice support, and SLA-driven delivery.

The Hybrid setup includes 2 onsite days weekly and a night shift schedule. You will own desk management, analytics, onshore delegation, and a culture of accountability and customer excellence.

Qualifications

• Bachelor’s degree in business or related field; MBA preferred.
• 8+ years in operations, customer success, or client support.
• 3+ years of direct people management of client-facing desks.
• Proven track record in operational transformation and upskilling.
• Working knowledge of CRE concepts is highly preferred.

Responsibilities

• Lead client support leadership, transforming to a consultative operation.
• Coach, mentor, and upskill agents for complex cases and proactive interactions.
• Drive voice-based client support and manage escalations within SLAs.
• Oversee day-to-day desk workflows, case management, and admin tasks.
• Develop dashboards and analyze metrics; report to leadership and clients.

Skills

Leadership

Analytics

Communication

Customer support

Coaching

Change delivery

CRE knowledge

Education

Bachelor’s Degree in Business Administration, Operations Management, Finance, or related field

MBA preferred

Tools

Salesforce

Ticketing systems

Reporting tools

MS Office

Job description

SPi Global (now Straive) is seeking a Senior Client Operations Leader in Paranaque City, Philippines. The role focuses on transforming the support desk into a high-performing, consultative operation with strong coaching, voice support, and SLA-driven delivery.

The Hybrid setup includes 2 onsite days weekly and a night shift schedule. You will own desk management, analytics, onshore delegation, and a culture of accountability and customer excellence.