Product Support Manager

Hammerjack Pty Ltd; Philippines; Hybrid; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Healthcare coverage day one

Above-market compensation

Performance bonuses

Flexible work arrangements

Job summary

MicroSourcing in BGC, Taguig, Philippines, is seeking a Product Support Manager to lead the support team and drive excellence in service delivery for both new and existing products.

You will coach and mentor staff, manage daily operations and metrics, and partner with Product, Engineering, Sales/GTM, and Operations to resolve customer issues and implement systemic improvements. The role embraces a collaborative, hybrid work model with opportunities for growth.

Qualifications

• Proven experience leading, mentoring, and scaling support teams.
• Strong data-driven approach to customer metrics (SLA, CSAT).
• Experience with HR activities, performance management, and coaching.
• Cross-functional collaboration with Product, Engineering, and GTM teams.
• Ability to optimize processes and build scalable support models.

Responsibilities

• Lead, motivate, and mentor the Product Support Team with coaching and development.
• Manage daily operations, metrics, and service delivery for new and existing products.
• Support leadership in achieving Support Team metrics while improving efficiency.
• Handle departmental HR activities, including performance management and compliance.
• Build scalable support models, dashboards, and escalation pathways.
• Collaborate with Product, Engineering, Sales/GTM, and Operations to resolve issues.
• Execute special projects in process improvement, automation, and loyalty initiatives.
• Drive customer retention and satisfaction by profitable department operations.

Skills

Team leadership

Data-driven decision making

Cross-functional collaboration

Escalation management

Coaching & mentoring

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 foster 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/