Customer Experience Manager

TL;DR

Customer Experience Manager (Customer Support/Sales): Leading and scaling a high-performing support organization in the home equity finance sector with an accent on sales alignment, operational excellence, and empathetic customer interactions. Focus on coaching teams, managing organizational change, analyzing performance data, and building scalable support operations across internal and vendor-managed teams.

Location: Hybrid role based in the Philippines, with an office at Arthaland Century Pacific Tower, 5th Avenue, BGC. The role is onsite for the first 90 days, with additional onsite work required according to 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 is a home equity finance company helping homeowners access their wealth and achieve greater financial flexibility.

What you will do

• Lead and coach a high-performing customer support organization aligned with sales and broader business goals.
• Design and deliver strategic training, onboarding, coaching, and feedback programs.
• Analyze performance data and customer interaction trends to improve experience, retention, and revenue outcomes.
• Manage high-risk customer situations and guide the team through significant organizational change.
• Partner with cross-functional teams and BPO vendors to improve processes, quality, staffing, and operational scalability.
• Track and report support metrics that connect frontline performance with organizational KPIs.

Requirements

• 5+ years of experience in sales, customer-facing support, or service management.
• 3+ years of experience coaching, mentoring, or managing team members.
• Strong written and verbal communication, empathy, confidence, problem-solving, organization, and leadership skills.
• High proficiency in Google Workspace and Salesforce or other CRM platforms.
• Experience leading teams through change and optimizing performance using data-driven insights.
• Availability for overnight working hours and the hybrid onsite schedule in BGC, including onsite work during the first 90 days.

Nice to have

• Experience with vendor-managed teams.
• Background in training, learning and development, or quality assurance programs.
• Experience in a fast-growing or operationally complex environment.

Culture & Benefits

• Hybrid work arrangement with in-person collaboration and a people-first culture.
• Market-leading compensation with regular reviews and comprehensive health insurance for employees and dependents.
• 18 holidays, 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.