TL;DR

Customer Support Manager (RegTech, AI): Building and managing a global customer support team for a cutting-edge Regulatory Intelligence SaaS platform with an accent on handling enterprise client escalations and ensuring 24/7 global support. Focus on optimizing support processes, coaching specialists, and driving continuous improvement in a fast-paced environment.

Location: Hybrid in Manila, Philippines. This role will build and head up the Manila-based Customer Support team to form a key part of %hirify_global%'s 24/7 global support provision, including weekend and holiday cover for clients worldwide.

Company

%hirify_global% is a global RegTech business defining and implementing the gold standard of regulatory intelligence for the financial services industry, delivering services through intuitive SaaS solutions powered by AI.

What you will do

Recruit, train, mentor, and manage the Manila-based team of support specialists, ensuring 24-hour cover on weekends and international holidays.
Manage your team as they serve as the first point of contact for enterprise clients, guiding them through challenges via email, phone, or screen share.
Coordinate the Customer Support incoming case stream and case management processes with other regional support managers.
Own and manage P1 incidents and escalations, liaising with L3 support and ensuring clear communication.
Develop cross-functional relationships with Engineering, Product, Content, and Operations teams to drive case resolution.
Drive continuous improvement in tools, documentation, and processes to maintain high customer satisfaction.

Requirements

English: B2 required
3+ years in a leadership role in a technical support team in a SaaS environment, supporting international enterprise clients.
6+ years of customer support experience, providing technical/functional application support to external customers, including managing queues, resource scheduling, quality assurance and SLA/metrics reporting.
Experience of working and managing 24-hour shift patterns to support 24/7 global operations.
Experience of coaching and mentoring all levels of Support Specialists on day-to-day work, and providing insights on critical and blocking issues.
Expertise in handling customer escalations and resolving complex technical issues.
Strong sense of ownership, exceptional communication and organisational skills.
Experience in Agile environments and a strong grasp of incident, change, and release management workflows.

Nice to have

Compliance or consultancy exposure.

Culture & Benefits

Globally recognized RegTech brand at the forefront of Regulatory Technology.
Fast-paced, high-performing team that thrives on pushing boundaries and continuous evolution.
"Make it happen" culture empowering ownership and accelerating personal and professional development.
Diverse global team of over 700 %hirify_global%Rs across 19 countries.
Work alongside some of the brightest minds in AI research and engineering.
Committed to creating an inclusive environment for all employees.