Manager, Customer Support
Payscale
full-time
Posted on:
Location Type: Hybrid
Location: Manila • Philippines
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Salary
💰 ₱76,000 - ₱95,000 per month
About the role
- Hire, onboard, and develop a high-performing team of Customer Support Analysts.
- Provide regular coaching, mentorship, and performance feedback to support team growth and development.
- Conduct 1:1 meetings, performance reviews, and career development planning.
- Foster a collaborative, customer-focused culture that prioritizes accountability and continuous improvement.
- Ensure the team is equipped with the knowledge, training, and tools needed to support customers effectively.
- Oversee daily support operations including Salesforce case queues, workload distribution, and SLA performance.
- Monitor and manage key support metrics such as response time, resolution time, backlog health and response SLA adherence, and CSAT.
- Act as an escalation point for complex or high-impact customer issues.
- Guide the team in troubleshooting product issues and identifying root causes.
- Work closely with Customer Success Managers, Product Managers, Engineers, and Developers to resolve issues and improve the customer experience.
Requirements
- 7+ years of experience in customer support, technical support, or SaaS customer operations.
- 2+ years of experience managing or leading support teams.
- Experience managing case-based support environments and operational metrics.
- Experience in the HR and Compensation space is a plus.
- Strong leadership, coaching, and team development skills.
- Excellent problem-solving and analytical abilities.
- Strong organizational skills with the ability to manage multiple priorities.
- Ability to troubleshoot technical or product-related issues.
- Excellent written and verbal communication skills.
- Experience working with support platforms such as Salesforce or similar case management systems.
- Familiarity with collaboration tools such as Slack.
Benefits
- Paid Philippine Regular holidays + 1 additional Payscale holiday (Global Mental Health Day)
- 15 paid days of additional leave, credited up front upon regularization and refreshed annually. Unused leave are monetized.
- HMO coverage +1 dependent
- Fixed work schedule, Monday through Friday 10pm-7am Manila
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer supporttechnical supportSaaS customer operationscase managementoperational metricstroubleshootingproblem-solvinganalytical abilitiesperformance metricsteam development
Soft Skills
leadershipcoachingteam developmentorganizational skillscommunication skillscollaborationcustomer-focused cultureaccountabilitycontinuous improvementmentorship