Night-Shift Technical Support Operations Lead

Recruitify_HR; Pasig; Hybrid; PHP 600,000 - 1,200,000; Full time

Job summary

Recruitify_HR in Metro Manila seeks an Operations Assistant Manager to drive agent productivity, quality, and career growth within the Customer Support team. You will coach, analyze metrics, and streamline workflows to meet SLAs and KPIs while reducing escalations.

You will lead a team of agents at multiple levels, oversee Team Leaders, and collaborate with product teams on process improvements, training, and onboarding for new hires.

Qualifications

• 3+ years in Tier 1/Tier 2 technical support or related role in SaaS, property tech, or ERP software.
• Proven track record in coaching or mentoring in a metrics-driven environment.
• Experience with support KPIs (FCR, AHT, CSAT) and escalation management.

Responsibilities

• Conduct 1:1 coaching to improve FCR, AHT, and CX scores; create individualized growth plans.
• Track and report T1 KPIs; identify performance gaps via monitoring and audits.
• Collaborate with WFM to forecast staffing needs and align coaching with evaluation criteria.
• Lead group workshops on efficiency and product knowledge; develop quick-reference guides.
• Identify recurring patterns and recommend process improvements to reduce escalations.
• Assist in new hire nesting and on-the-job training to accelerate ramp-up.
• Oversee special projects assigned by management based on business needs.

Skills

Coaching

Performance analysis

Communication

Team leadership

Problem solving

Tools

Salesforce

Zendesk

SQL

WFM

Property Management Software

Job description

Recruitify_HR in Metro Manila seeks an Operations Assistant Manager to drive agent productivity, quality, and career growth within the Customer Support team. You will coach, analyze metrics, and streamline workflows to meet SLAs and KPIs while reducing escalations.

You will lead a team of agents at multiple levels, oversee Team Leaders, and collaborate with product teams on process improvements, training, and onboarding for new hires.