Business Development Manager
Canon Business Process Services
Customer Support Team Lead
MyPass Global
full-time
Posted on:
Location Type: Office
Location: Cebu • 🇵🇭 Philippines
Visit company websiteJob Level
Senior
About the role
- Oversee daily operations, ensuring timely issue resolution and high service standards across all channels.
- Conduct reviews, coach, mentor, and develop team members to maximize performance.
- Track and measure individual and team KPIs to meet organizational targets, including activity, productivity, and workload distribution.
- Understand key customer expectations, tailor service for specific clients, and collaborate with Key and Strategic Accounts to enhance success and engagement.
- Analyze KPIs, prepare, and present reports on team performance, customer feedback, and support trends.
- Professionally and efficiently handle escalated inquiries and complaints.
- Conduct regular team meetings to discuss metrics, updates, and strategies.
- Manage schedules for sufficient coverage, oversee attendance and reliability, approve timesheets, and report capacity trends.
- Identify, implement, and manage performance improvement plans for underperforming team members.
- Foster a positive, results-oriented, collaborative environment, drive a high-performance culture, and optimize customer support processes.
- Develop and refine support processes, maintain internal documentation and knowledge bases, and collaborate with product and stakeholders to relay feedback and drive improvements.
- Partner with QA to identify and address recurring improvement areas through training.
- Maintain deep MyPass platform knowledge, stay updated on SaaS customer support trends, and provide technical guidance.
- Engage with the Implementation team to document key customer requirements and establish appropriate support processes for custom needs.
Requirements
- Must have a minimum of three (3) years of experience in a leadership role of a SaaS support team.
- A bachelor’s degree in Information Technology, Business, Communications, or a related field is an advantage.
- Strong leadership and team management skills.
- Excellent communication and interpersonal skills.
- Proficiency in using customer support software and CRM systems.
- Strong problem-solving and analytical skills.
- Ability to handle technical issues and provide clear, concise solutions.
- Experience in developing and implementing support processes and documentation.
- Ability to work in a fast-paced environment and manage multiple priorities effectively.
Benefits
- Accessible and friendly office in Cebu IT Park
- Celebrate You - Anniversary gifts as early as your first work anniversary!
- Be Healthy - Wellbeing policy with a strong focus on whatever makes you feel good from the inside out, and a company-sponsored Healthcare Insurance worth PHP 110,000.00.
- Work-Life Balance - Enjoy the right to disconnect with our 16 Paid Time Offs and 8 Compensatory Time Offs!
- Fuel Your Growth Journey - Unlocking your potential with a blend of in-person and online learning and development opportunities
- Get Rewarded and Recognized - Your impact to the business is seen and recognized through our Monthly Value Awards
- Be Comfortable - Casual Friday every day!
- We Love to Have Fun - Team outings, weekly lunches, team events, the list goes on…
- Generous Employee Referral Program - Rewards for referring top talent
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
SaaScustomer support softwareCRM systemsKPI analysisperformance improvement planssupport processes developmenttechnical issue resolutiondocumentationdata analysisreport preparation
Soft skills
leadershipteam managementcommunicationinterpersonal skillsproblem-solvinganalytical skillscollaborationcoachingmentoringtime management
Certifications
Bachelor's degree in Information TechnologyBachelor's degree in BusinessBachelor's degree in Communications
