Product Support Lead — Scale Teams (Hybrid)

Manatal; Philippines; Hybrid; PHP 1,200,000 - 2,000,000; Full time

Benefits offered by this job

Healthcare coverage Day 1

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Team events

Job summary

MicroSourcing seeks a Product Support Manager based in the Philippines to lead and grow the product support team, drive metrics, and partner with Product, Engineering, and GTM units to improve customer outcomes.

You will oversee daily operations, HR activities, and data-driven performance dashboards, ensuring cost-efficient service delivery and customer loyalty in a hybrid work setup.

Qualifications

• Proven experience leading and scaling technical or product support teams.
• Experience with data-driven customer support metrics (SLA, CSAT, FRT).
• Experience handling core HR activities, performance management, and coaching.
• Excellent cross-functional collaboration with Product, Engineering and GTM teams.
• Strong problem-solving skills with escalation management and root-cause analysis.

Responsibilities

• Lead, mentor, and scale the Product Support Team with coaching and development.
• Manage daily operations, performance metrics, and service delivery for products.
• Support leadership in meeting Support Team KPIs and drive cost efficiencies.
• Handle HR activities including performance management and coaching.
• Build scalable support models, dashboards, and escalation pathways.
• Collaborate with Product, Engineering, Sales/GTM, and Operations to resolve issues.
• Execute projects focused on process improvements, automation, and loyalty.
• Drive retention and satisfaction while ensuring profitability.

Skills

Team leadership

Data-driven metrics

HR activities

Cross-functional collaboration

Root-cause analysis

Job description

MicroSourcing seeks a Product Support Manager based in the Philippines to lead and grow the product support team, drive metrics, and partner with Product, Engineering, and GTM units to improve customer outcomes.

You will oversee daily operations, HR activities, and data-driven performance dashboards, ensuring cost-efficient service delivery and customer loyalty in a hybrid work setup.