Senior Client Support & Operations Lead

Straive; Philippines; On-site; PHP 1,000,000 - 1,600,000; Full time

Job summary

Straive in the Philippines is hiring a senior Client Support leader to own the offshore support operations, ensuring timely and high-quality responses across priority cases. You will drive CSAT, SLAs, and cross-functional collaboration with Product and Tech to scale solutions.

You will manage a distributed team, optimize case lifecycles, and report trends to leadership, while maintaining exceptional client communication via email and phone to promote adoption and retention.

Qualifications

• 6+ years in client support, customer success, or client services — with at least 3 years managing a team.
• Experience leading support operations in a complex, data-intensive environment with emphasis on quality over speed.

Responsibilities

• Own daily management of the client case queue across all priority levels.
• Manage day-to-day performance, coverage scheduling, and quality standards for the offshore Client Support team.
• Serve as escalation point between Commercial, Product, and Tech for complex cases.
• Ensure case records are completed accurately to support reporting and trend analysis.
• Own monthly Client Support Desk Review and compile leadership-ready reports on CSAT and trends.
• Troubleshoot and resolve technical issues with clear communication to clients and internal teams.
• Partner with Product and Tech to develop scalable solutions based on recurring client inquiries.
• Continuously review and improve client SLAs, response processes, and CSAT outcomes.
• Audit procedures to identify system improvements that shorten case lifecycles.
• Communicate with clients via email and phone delivering expert-level support.
• Identify client visit opportunities from the case queue for the CS team.
• Create client outreach templates and data dispatches to drive platform engagement.
• Identify and build client training series hosted by the CS team to accelerate adoption.
• Position Client Support as the single channel for inbound inquiries—streamlining operations across teams.
• Own client adoption of the Client Admin Portal—driving migration of manual requests to self-service.
• Serve as liaison with Product and Tech on Portal enhancements and roadmap prioritization.
• Reduce time CS managers spend on case handling by absorbing inbound volume into Client Support.

Skills

Leadership

Client relationship management

Data analysis

SLA management

Communication skills

Offshore team management

Salesforce

Tools

Salesforce

Job description

Straive in the Philippines is hiring a senior Client Support leader to own the offshore support operations, ensuring timely and high-quality responses across priority cases. You will drive CSAT, SLAs, and cross-functional collaboration with Product and Tech to scale solutions.

You will manage a distributed team, optimize case lifecycles, and report trends to leadership, while maintaining exceptional client communication via email and phone to promote adoption and retention.