Senior Support Manager - Lead Customer Experience (Hybrid)

Mri Software; Tocmo; Hybrid; PHP 600,000 - 800,000; Full time

Job summary

Mri Software, located in Tocmo, Benguet, Philippines, is looking for a Customer Support Team Manager to lead and enhance the performance of support teams. Responsibilities include managing team performance, overseeing case escalations, and developing team capabilities through effective training.

The ideal candidate will have experience in customer support management, along with strong communication and leadership skills. The company promotes a hybrid work environment and values diversity across all backgrounds.

Qualifications

• Proven experience leading or managing teams in a customer support environment.
• Strong leadership, coaching, and people development skills.
• Experience managing customer escalations and operational performance.

Responsibilities

• Manage the performance of team(s) against all established Client Support benchmarks.
• Take ownership of case escalations and manage client communications.
• Conduct regular team meetings with direct reports.

Skills

Leadership

Customer support management

Communication skills

Problem-solving

Stakeholder management

Education

Bachelor’s degree or equivalent professional experience

Tools

Salesforce

Zendesk

Freshdesk

Job description

Mri Software, located in Tocmo, Benguet, Philippines, is looking for a Customer Support Team Manager to lead and enhance the performance of support teams. Responsibilities include managing team performance, overseeing case escalations, and developing team capabilities through effective training.

The ideal candidate will have experience in customer support management, along with strong communication and leadership skills. The company promotes a hybrid work environment and values diversity across all backgrounds.