Night-Shift Ops Manager, SaaS/ERP Support & Coaching

Recruitify_HR; Pasig; Hybrid; PHP 700,000 - 1,100,000; Full time

Job summary

Recruitify_HR is seeking an Operations Assistant Manager to elevate agent productivity, quality, and career growth within a dynamic Customer Support team. You will coach, analyze metrics, and optimize workflows to meet SLAs and KPIs while minimizing escalations.

You will lead a team of Customer Support Agents at multiple levels, oversee Team Leaders, and drive special projects; the role requires hybrid work with onsite training in the initial period.

Qualifications

• 3+ years in Tier 1/Tier 2 technical support in SaaS, property tech, or ERP software.
• Proven track record in coaching or mentoring in a metrics-driven environment.
• Proficiency in Property Management Software / Pricing Software, or ability to rapidly learn.

Responsibilities

• Conduct 1:1 coaching sessions to improve FCR, AHT, and CX scores; develop improvement and career growth plans.
• Track and report on T1 KPIs (AHT, FCR, CSAT, schedule adherence).
• Collaborate with WFM to forecast staffing needs; align coaching with evaluation criteria.
• Lead group workshops on efficiency, problem solving, and product knowledge; create quick-reference guides.

Skills

Coaching/Mentoring

KPI tracking

Team Leadership

Performance analysis

Hybrid work adaptability

Tools

Salesforce

Zendesk

Property Management Software

Job description

Recruitify_HR is seeking an Operations Assistant Manager to elevate agent productivity, quality, and career growth within a dynamic Customer Support team. You will coach, analyze metrics, and optimize workflows to meet SLAs and KPIs while minimizing escalations.

You will lead a team of Customer Support Agents at multiple levels, oversee Team Leaders, and drive special projects; the role requires hybrid work with onsite training in the initial period.