Sales Support Operations Team Lead (APAC)

iSupport Worldwide; Pasig; On-site; PHP 1,339,000 - 2,009,000; Full time

Benefits offered by this job

Free lunch and snacks

Onsite gym and fitness program

Annual fitness challenge with prizes

Upskilling academy

Modern office facilities

Sleeping quarters and game room

Job summary

iSupport Worldwide in Manila seeks a Sales Support Operations Team Lead (APAC) to oversee the APAC Sales Support team in the Global Services Center. You will drive performance, lead process improvements, and collaborate with Supply Chain, Logistics, and Sales to ensure service excellence across customer and sales support functions.

The ideal candidate has 5+ years in sales support or related fields and at least 2 years of leadership experience, with strong Excel, CRM, and ERP skills.

Qualifications

• Bachelor's degree in Business Administration, Marketing, Supply Chain or related field.
• Minimum 5 years of experience in sales support, customer service, account management, order management, or sales operations.
• At least 2 years of leadership or people management experience.
• Strong experience managing operational teams and performance metrics.
• Experience with procure-to-pay, order management, or sales support operations.
• Strong project management and process improvement experience.
• Advanced Excel skills: VLOOKUP, data validation, formulas, reporting, data analysis.
• Experience using CRM and ERP systems.
• Excellent verbal and written English communication skills.

Responsibilities

• Oversee day-to-day operations and development of APAC Sales Support team in Manila.
• Lead performance management, KPIs, and operational reporting.
• Coordinate with Supply Chain, Logistics, and Sales to resolve inventory and fulfillment concerns.
• Provide coaching, development planning, and onboarding for new hires.
• Support recruitment, workforce planning, and succession development.
• Drive process improvements and root-cause analysis for operational excellence.
• Foster a collaborative, service-oriented team culture and strong stakeholder relations.

Skills

Leadership

Project management

Operational experience

Sales support

Customer service

Order management

CRM systems

ERP systems

Stakeholder management

Excel advanced (VLOOKUP, data validity

Education

Bachelor's degree in Business Administration, Marketing, or Supply Chain

Tools

CRM systems

ERP systems

Job description

Join Our Team!

We are looking for a highly motivated and results-driven Sales Support Operations Team Lead (APAC) to oversee the day-to-day operations, performance, and development of our APAC Sales Support team based in the Global Services Center in Manila.

This role is responsible for leading sales support operations, driving process improvements, managing team performance, supporting supply chain coordination, and ensuring service excellence across customer and sales support functions. The ideal candidate has strong leadership, project management, and operational experience within sales support, customer service, order management, or shared services environments.

What Is Your Mission?

You will provide exceptional service to our partner brands by:

• Serving as the primary operational lead for the APAC Sales Support team
• Monitoring and improving team performance through KPIs, metrics, and operational reporting
• Supporting sales teams in driving revenue growth through effective sales support operations
• Leading team meetings, communicating business updates, and ensuring alignment on priorities
• Collaborating with Supply Chain, Logistics, and Sales teams to resolve inventory and fulfillment concerns
• Preparing and presenting operational and performance reports to management
• Managing attendance, PTO administration, documentation, and policy compliance
• Conducting coaching sessions, performance reviews, and employee development discussions
• Identifying training needs and implementing development plans for team members
• Managing onboarding, training, and system access for new hires
• Supporting performance appraisal, recognition, and employee engagement initiatives
• Driving succession planning and leadership development programs
• Supporting recruitment, retention, and workforce planning activities
• Leading process improvement, root cause analysis, and operational excellence projects
• Building a collaborative, service-oriented, and high-performance team culture
• Addressing employee concerns and supporting HR-related inquiries and processes

Who Are We Looking For?

Non-Negotiable Requirements

• Bachelor's Degree in Business Administration, Marketing, Supply Chain, or a related field
• Minimum of 5 years of relevant experience in sales support, customer service, account management, order management, or sales operations
• Minimum of 2 years of leadership or people management experience
• Strong experience managing operational teams and performance metrics
• Experience with procure-to-pay, order management, or sales support operations
• Strong project management and process improvement experience
• Advanced Microsoft Excel skills, including:
• VLOOKUP
• Data validation
• Formulas and reporting
• Data analysis and interpretation
• Experience using CRM and ERP systems
• Strong stakeholder management and communication skills
• Excellent verbal and written English communication skills

Flexible Requirements

• Experience in consumer goods, manufacturing, retail, or supply chain industries
• Shared Services or BPO leadership experience
• Experience managing eCommerce operations
• Experience supporting regional or international teams
• Exposure to quality assurance, operational excellence, or continuous improvement initiatives
• Experience working within a globally matrixed organization

Skills & Competencies

• Strong leadership and people management skills
• Excellent coaching, mentoring, and team development abilities
• Strong analytical and problem-solving capabilities
• Excellent project management and organizational skills
• Ability to manage multiple priorities in a fast-paced environment
• Strong business and operational acumen
• High attention to detail and accuracy
• Strong customer service and stakeholder management skills
• Ability to influence and collaborate across multiple departments and regions
• Professional, adaptable, and results-oriented mindset

Why you'll love it here?

• Free lunch meals, fruits, snacks, and beverages for employees assigned to onsite shifts.
• Access to an onsite gym with a complimentary professional fitness instructor.
• Weekly fitness activities and an annual fitness challenge with prizes of up to ₱70,000.
• Weekly employee engagement activities with prizes of up to ₱3,000.
• Free upskilling academy to support career growth and professional development.
• State-of-the-art office facilities and modern workstations.
• Access to employee amenities including sleeping quarters, game area, chat room, and shower rooms.
• Fun, collaborative, and employee-focused work environment.