4 дня назад
Customer Service Manager (English Support)
Вакансия из Hirify Global, списка международных tech-компанийДля мэтча и отклика нужен Plus
Мэтч & Сопровод
Для мэтча с этой вакансией нужен Plus
Описание вакансии
Текст:
TL;DR
Customer Service Manager (English Support): Leading Team Leads and agents in a 24/7 customer support operation with an accent on operational discipline, SLA maintenance, and quality coaching. Focus on monitoring queue health, resolving performance gaps, and mastering product SOPs to ensure high-quality customer experience.
Location: Cebu City, Philippines
Company
is a leading web hosting and domain registration company dedicated to empowering individuals and businesses online.
What you will do
- Lead and develop English Support Team Leads while maintaining a close connection to daily operations and agents.
- Monitor queue health, backlog, SLA risks, and staffing across email, chat, and phone channels.
- Ensure staffing and channel allocation are aligned with actual customer demand.
- Conduct consistent performance follow-ups and address underperformance early and fairly.
- Master company products, systems, and SOPs to the same level as the frontline agents to provide effective coaching.
- Collaborate with Training, Workforce, and Product teams to optimize performance and workflows.
Requirements
- Leadership experience in customer support, BPO, contact centers, or shared services.
- Proven experience managing both Team Leads and frontline employees.
- Experience operating within a 24/7 or shift-based environment.
- Strong proficiency in queue management, SLA tracking, and staffing adherence.
- Strong written and spoken English.
- Must be based in Cebu City, Philippines.
Nice to have
- Experience in technical support, web hosting, domains, email, or SaaS environments.
- Strong analytical skills for investigating operational data beyond summary reports.
Culture & Benefits
- Commitment to diversity, equity, and inclusion regardless of background, age, or beliefs.
- Focus on mutual respect and personal appreciation in the workplace.
- Support for professional and personal growth within the company.
- Collaborative environment where motivation and team synergy thrive.
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