English Support Team Leader (Customer Support)

TL;DR

English Support Team Leader (Customer Support): Leading and empowering the English support team to deliver outstanding customer experiences with an accent on operational efficiency and performance driving. Focus on coaching team members, monitoring real-time service levels, and utilizing data-driven insights to improve NPS and CSAT.

Location: Cebu City, Philippines

Company

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

What you will do

• Manage daily operations across all channels, dynamically allocating resources to maintain SLAs.
• Coach and mentor supporters through regular 1:1s and QA calibration to help them reach their full potential.
• Monitor and analyze key performance metrics including NPS, SLA, CSAT, and FRT to steer the team effectively.
• Proactively identify and escalate operational issues, blockers, or quality concerns with proposed action plans.
• Collaborate with Quality, Training, and Operations teams to align goals and share insights.
• Drive a data-driven support culture by translating performance trends into concrete improvement actions.

Requirements

• Location: Must be based in Cebu City, Philippines
• Strong sense of ownership and accountability for team results.
• Excellent written and verbal communication skills across multiple stakeholder levels.
• Ability to read, interpret, and act on performance data and KPIs.
• Coaching mindset with a passion for people development and quality improvement.
• Adaptability and resilience in a fast-moving, constantly evolving environment.

Culture & Benefits

• Commitment to supporting personal and professional growth.
• Inclusive workplace valuing diversity, mutual respect, and personal appreciation.
• Dynamic environment that celebrates wins and learns from challenges.
• Collaborative culture focused on motivation and teamwork.