Senior Client Success Lead - Global Support

Outsourcey; Taguig; On-site; PHP 900,000 - 1,150,000; Full time

Benefits offered by this job

Competitive salary

Career growth opportunities

BPO experience valued

Job summary

Outsourcey in the Philippines is seeking a Senior Client Success Representative to oversee high-touch support for North American, EMEA and APAC clients. You will manage the support queue health, train junior agents, and coordinate across shifts to meet SLA during US hours.

You will lead proactive maintenance projects, review data in Excel/JSON/CSV and collaborate with Professional Services on feature rollouts. Competitive salary and clear career growth await.

Qualifications

• 5+ years of direct customer support experience.
• 1+ year of customer support leadership experience.
• Experience in a US-facing or offshore/BPO support role is a plus.
• Experience with software user-facing roles and technical support.
• Strong navigation of MS Office; comfort with databases, OS, networking.
• Ability to troubleshoot technical issues at an expert level and review configurations.
• Data reconciliation across Excel, JSON, CSV, and API data sources.

Responsibilities

• Health monitoring of the overall support queue to meet SLA during US hours.
• Point person for Client Success Partners and cross-team coordination.
• SLA+ accounts management for faster service levels.
• Handle assignments with sales impact and identify major users.
• Lead internal discussions and train junior team members.
• Prioritize sensitive clients and coordinate across shifts/time zones.
• Act as main trainer for policy adherence and processes.
• Monitor and drive proactive maintenance projects across accounts.
• Oversee small to large user projects and ensure timely completion and invoicing.
• Manage import setups (email rules, Files.com automation, FTP/SFTP).
• Lead improvements to XSLT stylesheets and standardization.
• Collaborate with Professional Services for new feature rollouts.

Skills

Strong English communication

Leadership & mentoring

US-time zone experience

Customer support experience

Technical troubleshooting

Data analysis (Excel/JSON/CSV)

Microsoft Office proficiency

BPO experience

Job description

Outsourcey in the Philippines is seeking a Senior Client Success Representative to oversee high-touch support for North American, EMEA and APAC clients. You will manage the support queue health, train junior agents, and coordinate across shifts to meet SLA during US hours.

You will lead proactive maintenance projects, review data in Excel/JSON/CSV and collaborate with Professional Services on feature rollouts. Competitive salary and clear career growth await.