Manager, Client Experience Technical
On-site · Tacloban, Eastern Visayas, Philippines
Job Summary
A results-driven Manager, Client Experience Technical leads high-performing technical support operations and global teams to deliver exceptional client experiences. Responsible for day-to-day client communication, performance reporting, escalation management, quality improvement planning, team development, and ensuring support teams exceed client expectations. Drives operational health, identifies risks, implements continuous improvement, and builds scalable support practices in fast-paced SaaS and AI environments. Manages cross-functional collaboration with Operations, Training, Quality, People Experience, Client Success, and other support functions; champions best practices in troubleshooting, escalation handling, documentation, and training; develops Team Captains into leaders and partners with stakeholders to achieve KPIs, CSAT, SLA targets, and QA goals.
Required Qualifications
- Bachelor’s Degree in a related field or equivalent professional experience
- 4+ years of experience leading Technical Support, Customer Support Operations, or Client Experience teams
- 3+ years managing Team Leads, Team Captains, Supervisors, or frontline support leaders
- Experience supporting SaaS, technology, AI, or highly technical products
- Strong experience managing client relationships and operational performance
- Proven success improving CSAT, QA, SLA, productivity, and operational performance metrics
- Experience managing escalations and complex customer issues
- Strong coaching, leadership development, and performance management experience
- Experience using data and reporting to drive operational decisions and continuous improvement
- Strong presentation, stakeholder management, and communication skills
- Advanced Google Sheets and reporting capabilities
- Experience with Zendesk, Jira, Salesforce, HubSpot, Talkdesk, or similar platforms
- Familiarity with APIs, SaaS integrations, email infrastructure, DNS, and technical troubleshooting concepts is strongly preferred
- Experience supporting AI products, AI-enabled platforms, or rapidly evolving technology environments is highly desirable
- Experience managing distributed or global teams is preferred
Apply with one swipe on Sorce. We auto-fill applications and apply on your behalf — no cover letters, no 40-minute forms.
Hiring someone like this?
Get your role in front of qualified candidates on Sorce.