Product Support Manager

MicroSourcing; Manila; Hybrid; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Healthcare on day one

Paid time off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing seeks a Product Support Manager to lead and mentor the Product Support Team in a hybrid role at BGC, Taguig. You will oversee daily operations, drive service delivery excellence, and partner with Product, Engineering, and Sales/GTM to resolve customer issues for existing and new products.

You will build scalable support models, implement data-driven dashboards, and drive process improvements to boost retention and satisfaction while managing costs.

Qualifications

• Proven experience leading, mentoring, and scaling technical or product support teams in a fast-paced environment.
• Strong track record of meeting and reporting on data-driven customer support metrics (e.g., SLA, CSAT, First Response Time).
• Demonstrated experience handling core HR activities, performance management, and team coaching.
• Exceptional cross-functional collaboration with Product, Engineering, and Go-To-Market teams.
• Strong problem-solving skills with escalation management and root-cause analysis for product defects.

Responsibilities

• Lead, motivate, and mentor the Product Support Team, providing coaching and structured professional development opportunities.
• Manage overall daily operations, performance metrics, and service delivery excellence for new and existing products.
• Support leadership in meeting defined Support Team metrics while identifying efficiencies to reduce costs and streamline workflows.
• Handle departmental HR activities, including performance management, coaching, and compliance with company policies.
• Build and manage scalable support models, data-driven performance dashboards, and structured escalation pathways.
• Partner with Product, Engineering, Sales/GTM, and Operations teams to resolve customer issues and implement systemic improvements.
• Execute assigned special projects centered on process improvement, automation, and customer loyalty initiatives.
• Drive customer retention and satisfaction by ensuring the department operates profitably and meets internal and external expectations.

Skills

Team leadership

Mentoring

Scaling teams

Data-driven metrics

Cross-functional collaboration

Escalation management

Root-cause analysis

Customer support metrics

Job description

Job Description:

Discover your 100% YOU with MicroSourcing!

Position:

Product Support Manager

Location:

BGC, Taguig

Work setup & shift:

Hybrid | Shifting Schedule

Why join MicroSourcing?

You'll Have

Competitive Rewards:

Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses

A Collaborative Spirit:

Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

Work-Life Harmony:

Enjoy the balance between work and life that suits you with flexible work arrangements.

Career Growth:

Take advantage of opportunities for continuous learning and career advancement.

Inclusive Teamwork:

Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

• Lead, motivate, and mentor the Product Support Team, providing coaching and structured professional development opportunities.
• Manage overall daily operations, performance metrics, and service delivery excellence for new and existing products.
• Support leadership in meeting defined Support Team metrics while identifying efficiencies to reduce costs and streamline workflows.
• Handle departmental HR activities, including performance management, coaching, and compliance with company policies.
• Build and manage scalable support models, data-driven performance dashboards, and structured escalation pathways.
• Partner with Product, Engineering, Sales/GTM, and Operations teams to resolve customer issues and implement systemic improvements.
• Execute assigned special projects centered on process improvement, automation, and customer loyalty initiatives.
• Drive customer retention and satisfaction by ensuring the department operates profitably and meets internal and external expectations.

What You Need

Non-negotiables

• Proven experience leading, mentoring, and scaling technical or product support teams in a fast-paced environment.
• Strong track record of meeting and reporting on data-driven customer support metrics (e.g., SLA, CSAT, First Response Time).
• Demonstrated experience handling core HR activities, performance management, and team coaching.
• Exceptional cross-functional collaboration skills, specifically working alongside Product, Engineering, and Go-To-Market teams.
• Strong problem-solving skills with a background in escalation management and root-cause analysis for product defects.

Preferred Skills/expertise

• Proven experience leading, mentoring, and scaling technical or product support teams in a fast-paced environment.
• Strong track record of meeting and reporting on data-driven customer support metrics (e.g., SLA, CSAT, First Response Time).
• Demonstrated experience handling core HR activities, performance management, and team coaching.
• Exceptional cross-functional collaboration skills, specifically working alongside Product, Engineering, and Go-To-Market teams.
• Strong problem‑solving skills with a background in escalation management and root‑cause analysis for product defects.

About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan - it's our commitment. Our way of life. Here, we don't just accept your unique, authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth.

Join us in celebrating YOU and your 100%! For more information, visit https://www.microsourcing.com/

• Terms & conditions apply