Product Support Manager

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

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:

As a Product Support Manager, you will:

• 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