Multilingual Support Manager

TL;DR

Multilingual Support Manager (Customer Service): Leading the day-to-day operations and performance of the multilingual support organization in Cebu with an accent on 24/7 service delivery and KPI management. Focus on building scalable, performance-driven teams and integrating AI-enabled tools to enhance customer experience.

Location: Onsite in Cebu City (strong floor presence required)

Company

A leading web hosting and domain registration company dedicated to empowering individuals and businesses online since 2002.

What you will do

• Lead daily multilingual support operations with a strong focus on execution, discipline, and predictability.
• Manage Multilingual Support KPIs including SLA, CSAT, quality, productivity, and backlog.
• Oversee workforce planning, shift scheduling, and ensure stable 24/7 operational delivery.
• Drive hiring, coaching, and performance management for the multilingual organization.
• Implement and support the adoption of AI-enabled tools and automation in daily operations.
• Collaborate with Site Director and European Support Leaders to translate strategy into operational execution.

Requirements

• Proven leadership experience in BPO, Shared Services, or Contact Center environments, ideally with multilingual teams.
• Strong operational background in 24/7 service delivery and KPI management.
• Experience developing and scaling teams in multi-market and multicultural environments.
• Must be based in Cebu City and capable of maintaining a strong floor presence.
• High execution capability with a structured, disciplined, and action-oriented approach.

Nice to have

• Proficiency in European languages such as German, Dutch, Danish, or Swedish.

Culture & Benefits

• Inclusive environment that values diversity, mutual respect, and personal appreciation.
• Strong commitment to supporting personal and professional growth.
• Workplace focused on motivation and collaboration.
• Dynamic team culture that values excellence.