Manager, Customer Support
Boldr
full-time
Posted on:
Location Type: Hybrid
Location: Tacloban City • 🇵🇭 Philippines
Visit company websiteJob Level
Mid-LevelSenior
About the role
- Lead, coach, and develop a team of Team Captains and Senior Support Specialists, fostering a culture of accountability, growth, and continuous learning.
- Oversee performance management, goal-setting, and career progression for all direct reports.
- Forecast team capacity and manage headcount planning in alignment with business needs.
- Build succession plans and identify leadership potential within the team
- Own operational KPIs including CSAT, response and resolution times, and first-contact resolution.
- Establish, monitor, and continuously improve workflows, SLAs, and escalation processes.
- Implement QA frameworks and training programs to ensure consistent service quality.
- Oversee vendor or partner relationships, ensuring service delivery meets contractual standards.
- Serve as the daily triage and escalation point for complex technical issues during implementation or post-deployment.
- Coordinate response efforts during high-impact incidents or outages, providing timely updates and communication to relevant stakeholders.
- Partner with Product, Engineering, and Customer Success to identify product issues and influence roadmap decisions through customer feedback insights.
- Contribute to the broader Support and CX strategy — including automation, self-service, and technology enablement.
- Own process optimization initiatives aimed at increasing efficiency, scalability, and employee engagement.
- Participate in quarterly and annual planning to align team objectives with company goals.
- Partner with Engineering and Support teams to perform root-cause analysis and ensure timely resolution of complex technical issues.
- Oversee the administration and optimization of support systems (e.g., Zendesk, Gainsight, and CRM tools).
- Use data and reporting to assess team performance, identify trends, and drive continuous improvement.
- Collaborate with internal Systems and Analytics teams to enhance dashboards and reporting accuracy.
- Support technical setup activities such as Single Sign-On (SSO) authentication, secure data exchange (sFTP), and related configurations.
- Maintain and update internal documentation, ensuring accurate knowledge bases for recurring technical issues and solutions.
Requirements
- 5+ years of experience in Customer Support or Customer Experience, including 2+ years managing leaders or supervisors.
- Proven experience leading multi-level teams and managing performance in a fast-paced environment.
- Strong understanding of support tools (Zendesk, Intercom, Gainsight, etc.) and process automation.
- Data-driven decision-making skills with experience using dashboards and reporting tools.
- Excellent communication, coaching, and stakeholder management skills.
- Experience collaborating cross-functionally with Product, Engineering, and CX teams.
- Familiarity with the e-learning space and the product offerings for authoring tools and learning management systems
- Strong verbal and written communication skills
- Naturally curious with excellent critical thinking skills
- Resilient, adaptable and thrives in a fast-paced, high-volume environment
- Ability to work independently, while also contributing as part of a team
- Ability to understand customer’s business needs and how those connect back to product value
- Exceptional organizational skills and attention to detail, with the ability to successfully multi-task
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
performance managementgoal-settingoperational KPIsprocess optimizationroot-cause analysisdata-driven decision-makingtechnical setupworkflow improvementquality assurance frameworkscustomer feedback analysis
Soft skills
leadershipcoachingcommunicationstakeholder managementcritical thinkingadaptabilityorganizational skillsattention to detailindependenceteam collaboration