Technical Support Operations Assistant Manager (Hybrid) - Pasig

Recruitify_HR; Pasig; Hybrid; PHP 600,000 - 1,200,000; Full time

Job summary

Recruitify_HR in Metro Manila seeks an Operations Assistant Manager to drive agent productivity, quality, and career growth within the Customer Support team. You will coach, analyze metrics, and streamline workflows to meet SLAs and KPIs while reducing escalations.

You will lead a team of agents at multiple levels, oversee Team Leaders, and collaborate with product teams on process improvements, training, and onboarding for new hires.

Qualifications

• 3+ years in Tier 1/Tier 2 technical support or related role in SaaS, property tech, or ERP software.
• Proven track record in coaching or mentoring in a metrics-driven environment.
• Experience with support KPIs (FCR, AHT, CSAT) and escalation management.

Responsibilities

• Conduct 1:1 coaching to improve FCR, AHT, and CX scores; create individualized growth plans.
• Track and report T1 KPIs; identify performance gaps via monitoring and audits.
• Collaborate with WFM to forecast staffing needs and align coaching with evaluation criteria.
• Lead group workshops on efficiency and product knowledge; develop quick-reference guides.
• Identify recurring patterns and recommend process improvements to reduce escalations.
• Assist in new hire nesting and on-the-job training to accelerate ramp-up.
• Oversee special projects assigned by management based on business needs.

Skills

Coaching

Performance analysis

Communication

Team leadership

Problem solving

Tools

Salesforce

Zendesk

SQL

WFM

Property Management Software

Job description

Note: Night Shift (9 PM-6 AM), Hybrid (First 3 months of training are onsite)

Role Overview

The Operations Assistant Manager is responsible for improving agent productivity, quality, and career growth within the Customer Support team. This role focuses on performance coaching, metric analysis, and workflow optimization to ensure agents meet SLAs, KPIs, and customer satisfaction goals while reducing unnecessary escalations. The role manages a team of Customer Support Agents at different levels, including Platinum call clients with high-touch care, and directly oversees at least two Team Leaders and/or a special project.

Key Responsibilities

• Conduct 1:1 coaching sessions to improve FCR, AHT, and CX scores; develop personalized improvement and career growth plans for agents at all performance levels.
• Track and report on T1 KPIs (AHT, FCR, CSAT, schedule adherence); identify performance gaps through call/chat/case monitoring and ticket audits.
• Collaborate with WFM to forecast staffing needs; work with CX and Technical Coach to align coaching with evaluation criteria.
• Lead group workshops on efficiency, problem-solving, and product knowledge; develop quick-reference guides and micro-learning content.
• Identify recurring patterns and recommend process improvements to reduce escalations and bridge the gap between customers and the product team.
• Assist in new hire nesting and OJT to accelerate ramp-up time.
• Oversee and implement special projects assigned by management based on business needs.

Qualifications

• 3+ years in Tier 1/Tier 2 technical support in SaaS, property tech, or ERP software is required.
• Proven track record in coaching or mentoring in a metrics-driven environment is required.
• Proficiency in Property Management Software / Pricing Software, or ability to rapidly learn.
• Basic SQL/ticketing system proficiency (Salesforce, Zendesk).
• Strong experience with support KPIs (FCR, AHT, CSAT).
• High emotional intelligence, collaborative mindset, and adaptive communication skills.
• Willing to work in a hybrid setup with occasional overtime or on-call support.