Customer Service Manager (Multilingual Support)

TL;DR

Customer Service Manager (Multilingual Support): Leading 24/7 multilingual support operations in Cebu for European markets with an accent on SLA, CSAT, and workforce execution. Focus on scaling high-performing teams, driving operational discipline, and integrating AI-enabled tools into daily operations.

Location: Must be based in Cebu City

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 focusing on execution, discipline, and predictability.
• Manage key KPIs including SLA, CSAT, quality, productivity, and backlog.
• Oversee 24/7 service delivery, shift planning, scheduling, and workforce execution.
• Direct hiring and people management processes, including sourcing, coaching, and performance management for Team Leads and Agents.
• Drive continuous improvement in workflows and support the adoption of AI-enabled automation tools.
• Act as the primary operational interface for multilingual topics in Cebu, collaborating with European Support Leaders.

Requirements

• Proven leadership experience in BPO, Shared Services, or Contact Center environments.
• Strong background in 24/7 service delivery and KPI management.
• Demonstrated ability to develop, scale, and lead high-performing teams.
• Capacity to be a hands-on leader with a strong physical presence on the operations floor.
• Experience operating within multi-market and multicultural environments.
• Location: Must be based in Cebu City

Nice to have

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

Culture & Benefits

• Inclusive workplace that values diversity, mutual respect, and personal appreciation.
• Strong commitment to personal and professional growth for all team members.
• Collaborative environment where motivation and excellence are prioritized.
• Opportunity to work in a dynamic team with a focus on innovation and customer-first values.