Job Summary:
The role leads the Manila-based Support team providing technical assistance to customers using the Company’s HR software, as well as the local Customer Success team focused on contract retention and renewal for clients with lower annual recurring revenue (ARR).
This role is responsible for ensuring the Support team’s operational efficiency, quality and timeliness of responses, and delivery of exceptional customer service, while driving the Customer Success team’s effectiveness in improving retention and increasing net recurring revenue.
The Manager is accountable for the day-to-day execution, quality, and continuous improvement of the Company’s customer support and experience function, with a strong emphasis on operational excellence, people leadership, and customer empathy. This role owns the end-to-end customer experience across both technical support and contract renewal touchpoints.
Qualifications:
- Bachelor’s degree in Business, Management, or a technical field is required.
- Minimum of four (4) years of leadership experience in a help desk, customer service, and/or call center environment.
- Demonstrated leadership capability with the ability to set strategic direction, establish operational best practices, and build a scalable support and customer success environment.
- Strong experience in technical customer support and customer success operations.
- Proficiency in Microsoft Office applications, including Word, PowerPoint, and Excel.
- Salesforce and JIRA experience tasks through automation.
- Experience managing tasks and workflows through automation, including eliminating repetitive processes.
- Proven experience managing remote teams is strongly preferred.
- Solid understanding of the software development life cycle (SDLC) and Service Level Agreements (SLAs), with a clear grasp of how support issues flow through software engineering and product teams.
- Understanding of US HR, Talent Acquisition, and Talent Management systems and metrics is required.
