Senior Manager, Customer Data & Support (SaaS)

KMC Solutions; Philippines; On-site; PHP 1,200,000 - 1,800,000; Full time

Benefits offered by this job

Health Insurance/HMO

Diverse learning & growth

Accessible Cloud HR platform (Sprout)

Above standard leaves

Job summary

KMC Solutions is recruiting a Manager, Customer Data Management to lead the Manila-based SOCi Customer Support team, ensuring high-quality service for enterprise customers. The role focuses on coaching, KPI-driven performance, and close collaboration with SOCi executives and US teams.

The ideal candidate has strong leadership, detailed orientation, and a track record of improving processes to scale support and product effectiveness.

Qualifications

• Bachelor's Degree or equivalent education.
• Proven work experience as a team leader or supervisor.
• 2-4 years of direct customer support experience in a fast-paced environment.
• Exceptional written and verbal communication skills.
• Strong interpersonal skills and cross-functional collaboration.
• Ability to develop and maintain expert-level mastery of SOCi products.
• Experience with Salesforce, Freshdesk, and Jira.

Responsibilities

• Oversee the day-to-day activities of the Manila Customer Support team ensuring they are effective with their time, follow-up, and tasks.
• Lead and motivate a team of customer support representatives to achieve performance targets and deliver exceptional customer service.
• Provide coaching and development opportunities to team members, fostering continuous improvement and skill enhancement.
• Conduct regular performance evaluations and one-on-one meetings to provide constructive feedback and set individual goals.
• Monitor KPIs to assess team performance and identify areas for improvement.
• Serve as the primary point of contact for escalated customer issues, demonstrating effective problem-solving and conflict resolution skills.
• Foster a positive team culture and promote a customer-centric mindset among team members.
• Interview Support team candidates and conduct regular training for new hires on customer success software tools, as well as lead onboarding and ongoing enablement.
• Closely partner with the SOCi executive team, and US customer support department managers, providing regular reporting on customer insights.

Skills

Team leadership

Communication skills

Cross-functional collaboration

Problem solving

Fast learner

Customer focus

SaaS product knowledge

Education

Bachelor's Degree or equivalent

Tools

Salesforce

Freshdesk

Jira

Job description

KMC Solutions is recruiting a Manager, Customer Data Management to lead the Manila-based SOCi Customer Support team, ensuring high-quality service for enterprise customers. The role focuses on coaching, KPI-driven performance, and close collaboration with SOCi executives and US teams.

The ideal candidate has strong leadership, detailed orientation, and a track record of improving processes to scale support and product effectiveness.