Description

You will lead and scale a ~50 person Customer Experience organization in Manila, managing managers and team leads to deliver fast, high-quality support across phone, email, and other channels. You'll own performance against SLAs and CSAT while ensuring the team supports sales motions through disciplined follow-ups and document collection. This role requires partnering closely with Sales leadership and using data to drive improvements and surface insights to Product and Operations.

Requirements

• 8+ years progressive leadership in customer support or contact center operations, with 2+ years managing managers
• Proven leader of large, high-volume support teams in Manila with understanding of local talent market
• Data-driven, execution-oriented operator focused on SLA adherence, CSAT, and quality
• Strong understanding of how Customer Experience supports sales motions and influences revenue
• Excellent written and verbal English communication skills

Responsibilities

• Lead and scale Manila-based Customer Experience organization, managing managers and team leads across all support channels
• Set and enforce high standards for service quality, SLA adherence, and CSAT while supporting sales motions
• Partner with Sales leadership to align on priorities, escalation paths, and shared homeowner outcomes
• Use data and performance metrics to identify issues, improve efficiency, and surface operational insights
• Act as senior leader in Manila office, setting standards for execution, accountability, and cross-functional collaboration