Customer Experience Manager

Location: Hybrid role based in the Philippines at Arthaland Century Pacific Tower, 5th Avenue, BGC. Onsite work is required for the first 90 days and thereafter as required by the role, team, and business needs. Typical working hours are 12:00 AM–9:00 AM, with start times varying between 8:00 PM and 12:00 AM.

Company

hirify.global builds home equity products that help homeowners access their wealth and achieve greater financial flexibility. The company has raised over $175M and serves more than 20,000 customers.

What you will do

• Lead and coach a high-performing customer support organization focused on sales outcomes and empathetic customer interactions.
• Design and deliver strategic training, onboarding, coaching, and feedback programs to support business growth.
• Analyze performance data and interaction trends to improve customer experience, retention, revenue growth, and operational efficiency.
• Manage high-risk customer situations during organizational change to protect customers, business interests, and trust.
• Partner with cross-functional teams and BPO vendors to improve processes, quality standards, staffing, and scalable support operations.
• Track and report support metrics connected to broader business KPIs and lead alignment through organizational transitions.

Requirements

• 5+ years of experience in sales, customer-facing support, or service management.
• 3+ years of experience coaching, mentoring, or managing team members.
• High proficiency in Google Workspace and Salesforce or other CRM platforms.
• Strong written and verbal communication, empathy, confidence, problem-solving, organization, and leadership skills.
• Experience with change management, performance optimization, cross-functional collaboration, strategic customer experience leadership, and scalable operations.
• Experience working with vendor-managed teams or in a fast-growing, operationally complex environment.

Nice to have

• Background in training, learning and development, or quality assurance programs.

Culture & Benefits

• Hybrid collaboration in the Philippines with in-person teamwork and a people-first culture.
• Market-leading salary with regular reviews and comprehensive health insurance for employees and dependents.
• 18 holidays and support for work-life balance.
• Structured development programs, certifications, promotion tracks, and educational reimbursement.
• Company-provided Mac equipment and monitor, plus a one-time home office reimbursement.
• Collaboration with an international team and exposure to global practices.