Global Customer & Clerk Support Senior Manager

Location: Hybrid in Taguig City, Philippines

Company

hirify.global provides access to the modern financial system for underserved individuals through financial products and technology.

What you will do

• Manage day-to-day operations for customer and clerk support teams across Southeast Asia.
• Design and implement global support strategies to improve customer and clerk experiences.
• Monitor and improve support metrics, including average handle time, first reply time, and satisfaction scores.
• Identify bottlenecks, improve support processes, and optimize support-agent resources.
• Coordinate fraud-prevention initiatives with Fraud and Risk teams and manage relationships with regional commercial stakeholders.
• Develop standardized performance metrics, quality assurance, training, incentives, and SLA approaches across BPO and internal support teams.

Requirements

• 7+ years of Operations experience in high-growth startups.
• Experience managing complex, large-scale support teams with commercial exposure.
• Experience building teams or processes from scratch and working in regional roles.
• Experience managing BPOs and large-scale SaaS projects, such as CRM migrations.
• Advanced proficiency with Google Sheets or Microsoft Excel and comfort working with analytics; basic SQL knowledge is desirable.
• Bachelor’s degree in Business Administration, Economics, Finance, Accounting, or a related field.

Nice to have

• MBA.
• Basic SQL knowledge.

Culture & Benefits

• Private health insurance funded by the company for the employee and immediate family.
• 20 days of vacation.
• Phone financing, headphones, home-office equipment, and wellness perks.
• $2,000 annual coworking and travel benefit.
• $2,000 annual professional development benefit.