Customer Service Manager (Multilingual Support)

TL;DR

Customer Service Manager (Multilingual Support): Managing the day-to-day leadership, performance, and 24/7 operations of the multilingual support organization in Cebu with an accent on execution discipline and high-quality service delivery across European markets. Focus on optimizing workforce planning, managing SLAs/CSAT, and developing a performance-driven team of Team Leads and SMEs.

Location: Onsite in Cebu City

Company

hirify.global is a leading web hosting and domain registration company dedicated to empowering individuals and businesses online.

What you will do

• Lead 24/7 multilingual support operations with a focus on execution, discipline, and operational control.
• Manage workforce planning, shift scheduling, and queue health to ensure SLA and CSAT targets are met.
• Oversee hiring, performance management, and coaching for Team Leads, SMEs, and agents.
• Drive the implementation and adoption of AI-enabled tools and automation in daily operations.
• Collaborate with European support leadership to translate priorities into practical local execution.
• Use operational data to identify risks early and drive fact-based decision-making.

Requirements

• Proven leadership experience in BPO, Shared Services, or Contact Center environments.
• Strong background in 24/7 service delivery, shift-based operations, and KPI management.
• Ability to drive execution through Team Leads and SMEs with a strong floor presence.
• Experience managing performance deviations and operational change in fast-paced environments.
• Proficiency in analyzing dashboards, queue health, and productivity trends.
• Strong English communication skills.

Nice to have

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

Culture & Benefits

• Inclusive workplace that values diversity, mutual respect, and personal appreciation.
• Support for personal and professional growth and individual development.
• Collaborative environment where motivation and accountability can thrive.