Senior Support Operations Leader — Onsite in Ortigas

Snappr Inc.; Metro Manila; In loco; PHP 1.800.000 - 3.000.000; Tempo pieno

Vantaggi offerti da questo lavoro

Competitive Pay

Transportation allowance provided

Health Insurance (Day 1 HMO w/ depend.

Free daily meals

Paid Time Off

Company Equity

Descrizione del lavoro

Snappr is seeking a Support Operations Manager in Metro Manila to own and scale our customer support for Consumer and Enterprise. You will lead a team of Team Leads and Specialists, drive AI-driven process improvements, and ensure exceptional service while protecting Snappr’s reputation.

You’ll partner with Product, Engineering, and Workforce teams to deploy scalable solutions, improve CSAT, and accelerate growth. This role is onsite in Ortigas with a strong ownership culture.

Competenze

• 5+ years in customer support, success, or operations
• 2+ years leading teams of 20+
• Hands-on AI experience in a support/ops context
• Strong data analytics and KPI reporting
• Cross-functional collaboration with Product, Engineering, and Operations
• Fluent English communications

Mansioni

• Own end-to-end customer support for Consumer and Enterprise
• Test and deploy AI to improve efficiency and coverage
• Analyze team productivity and CSAT to reduce resolution times
• Use data to improve agent behavior and processes
• Increase agent productivity via training, AI tools, and processes
• Collaborate with Product, Engineering, Workforce, and Knowledge teams
• Communicate vision and align team to Snappr growth
• Recruit, train, and manage Customer Success Specialists and Team Leads
• Break projects into actionable steps to improve ops
• Demonstrate ownership to drive Snappr's growth

Conoscenze

AI in support

Data analytics

Leadership

Cross-functional collaboration

BI dashboards

Strumenti

Power BI

Descrizione del lavoro

Snappr is seeking a Support Operations Manager in Metro Manila to own and scale our customer support for Consumer and Enterprise. You will lead a team of Team Leads and Specialists, drive AI-driven process improvements, and ensure exceptional service while protecting Snappr’s reputation.

You’ll partner with Product, Engineering, and Workforce teams to deploy scalable solutions, improve CSAT, and accelerate growth. This role is onsite in Ortigas with a strong ownership culture.