Manager, Customer Support (Manila)

Responsibilities

• Team Leadership & Development: 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. As a member of the Support Leadership Team, collaborate with fellow Support Team Managers to help drive Support Team direction and strategy.
• Support Operations Management: 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. Ensure timely and accurate case...