Manager, Customer Support

Team Leadership:

• Lead and develop a team of offshore customer support leads who oversee chat and email support operations.
• Establish clear expectations, KPIs, and operating rhythms to improve team performance and user satisfaction.
• Coach and develop support specialists and leads, creating accountability systems and growth paths.

Operational Excellence:

• Build and maintain mechanisms that track key metrics and support continuous improvement.
• Manage offshore team operations in the Philippines, ensuring cultural awareness and strong remote leadership.
• Own capacity planning, scheduling, and resource allocation to ensure coverage and performance.

Strategic Impact:

• Identify patterns from operations and user feedback, translating them into insights for product and marketing.
• Guide the adoption of AI and automation, creating knowledge systems for agents and AI copilots.
• Champion the voice of the customer, informing product and business decisions.