Customer Support Manager
On-site · Manila, Metro Manila, Philippines
Job Summary
Customer Support Manager overseeing the frontline experience, owning complex customer escalations, driving CSAT and response-time improvements, coaching Team Leads, executing OKRs, and partnering with CX, Knowledge Base, and Support Ops to scale solutions. Leads a team of Team Leads, conducts 1:1s, develops career paths, and ensures adherence to SLAs and quality standards. Leverages AI-assisted tooling and data to surface trends, inform coaching, and improve outcomes at scale; collaborates across Operations, Workforce Management, Data, and KB teams to align on priorities and drive measurable improvements.
Required Qualifications
- 4+ years in a customer-facing SaaS role (Customer Support, Customer Success, or Customer Experience)
- 2+ years in a people management role with direct responsibility for Team Leads or senior ICs
- Demonstrated experience owning team performance against KPIs including CSAT, SLA adherence, handle time, and response times
- Proven ability to execute OKR initiatives and drive departmental improvement programs
- Deep customer experience expertise with a proven ability to diagnose CX gaps, own escalation resolution end-to-end, and drive measurable improvements in customer satisfaction
- Executive escalation handling with comfort owning high-stakes customer situations, communicating clearly to senior stakeholders, and closing escalations with minimal oversight
- Data literacy with the ability to track, interpret, and act on performance metrics independently
- Experience with support tooling and CRM platforms (e.g., Intercom, Salesforce, Zendesk)
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