Support Operations Manager (AI)

TL;DR

Support Operations Manager (AI/Customer Success): Managing and scaling the full customer support function for consumer and enterprise segments with an accent on AI deployment and operational rigor. Focus on optimizing resolution times, improving CSAT through data-driven insights, and leading a large team of specialists.

Location: 100% onsite in Ortigas, Metro Manila

Company

The world’s leading marketplace for photography, video, and editing that connects top creators with brands.

What you will do

• Own end-to-end customer support for both Consumer (PAYG) and Enterprise customers.
• Aggressively explore, test, and deploy AI tools (LLM-assisted replies, AI triage, AI QA) as a core operating lever.
• Analyze team productivity and quality to identify bottlenecks and improve resolution times and CSAT.
• Recruit, train, and manage a team of Customer Success Specialists and Team Leads.
• Partner with Product, Engineering, and Workforce Management to operationalize improvements.
• Develop and optimize processes by breaking projects into actionable steps.

Requirements

• 5+ years of experience in customer support, success, or operations management.
• At least 2 years of leadership experience managing teams of 20+.
• Hands-on experience deploying AI tools to improve real operational metrics.
• Proficiency in BI tools for building KPI reporting dashboards (CSAT, productivity, quality).
• Fluency in written and spoken English.
• Must be willing to report 100% onsite in Ortigas.

Culture & Benefits

• Competitive pay and company equity.
• Health Insurance (Day 1 HMO with dependents).
• Transportation allowance and free daily meals.
• Paid Time Off.
• Culture of extreme ownership, peak performance, and radical candor.