💼 About This Role

You'll lead the Manila Customer Support operations as a senior leader, reporting to the Global Head of Customer Support. You'll bridge global strategy and local execution, leveraging AI and data to transform the customer experience while collaborating with AU, EMEA, and US teams. This role offers equity and a chance to shape the culture of a growing tech company.

🎯 What You'll Do

• Lead and mentor a team of Support Managers and team leads.
• Manage follow-the-sun support model with global counterparts.
• Define and track key metrics like time-to-resolution and CSAT.
• Implement AI-driven tools to elevate customer experience.

📋 Requirements

• 8+ years in Customer Support leadership.
• 3+ years managing managers in a global SaaS environment.
• Proven track record implementing AI or automation solutions.
• Experience in site leadership within the Philippine market.

🎁 Benefits & Perks

• 🏖️ Equity for all full-time team members.
• 🏢 Hybrid work with 3 days per week in Manila office.
• 📈 Growth opportunities in a scaling company.
• 🐶 Pet-friendly office with dogs allowed.