Sr. Manager, Client Support (PropTech)

Location: Manila, Philippines; hybrid arrangement with 2 days working from home and office presence in Ortigas.

Company

Provider of flexible real estate software solutions for global property and community management.

What you will do

• Manage managers responsible for Software Support Analysts and measure team performance against support benchmarks and metrics.
• Own customer case escalations and coordinate client and internal communication through resolution.
• Lead team meetings, one-to-ones, performance reviews, coaching, and analyst development plans.
• Develop and implement tactical plans for strategic initiatives and drive internal projects to completion.
• Conduct monthly case quality audits and support recruiting as a hiring manager.
• Build strong partnerships with Product, Engineering, and Customer Success teams.

Requirements

• Proven experience leading or managing teams in a customer support environment.
• Strong leadership, coaching, people development, communication, problem-solving, and stakeholder management skills.
• Experience managing customer escalations and operational performance.
• Experience with ticketing systems such as Salesforce, Zendesk, Freshdesk, or similar tools.
• Ability to work in a fast-paced, customer-focused environment.
• Experience in inbound support, B2B SaaS or enterprise software, and support KPIs, SLAs, or service operations frameworks is desirable.

Nice to have

• Experience working cross-functionally with Product and Engineering teams.
• Bachelor’s degree or equivalent professional experience.

Culture & Benefits

• Fast-paced, collaborative, customer-centric, and performance-driven SaaS environment.
• Hybrid working arrangement with 2 days working from home.
• Career growth opportunities and a diverse, supportive workplace.
• HMO coverage with free dependent coverage upon hire.
• Office gym access in Ortigas and Makati.
• 20 annual leave days, including 5 credits convertible to cash.