Product Support Manager: Lead Teams, Drive CX & Ops

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

Benefits offered by this job

Health coverage day 1

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing in Manila (BGC, Taguig) is seeking a Product Support Manager to lead the product support team, drive service excellence, and partner with Product, Engineering, Sales/GTM, and Operations to resolve customer issues.

You will mentor staff, manage daily operations, track KPIs, optimize workflows, and design scalable support models. Hybrid work setup with shifting schedule offers balance and growth opportunities.

Join a culture that values inclusion and continuous learning.

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 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.

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

Leadership

Mentoring

HR activities

Data-driven metrics

Cross-functional collaboration

Job description

MicroSourcing in Manila (BGC, Taguig) is seeking a Product Support Manager to lead the product support team, drive service excellence, and partner with Product, Engineering, Sales/GTM, and Operations to resolve customer issues.

You will mentor staff, manage daily operations, track KPIs, optimize workflows, and design scalable support models. Hybrid work setup with shifting schedule offers balance and growth opportunities.

Join a culture that values inclusion and continuous learning.