Job Description

Are you the kind of leader who wants to understand how the operation really works?

We are looking for a Customer Service Manager to join our English Support organization in Cebu. Working closely with the Head of English Support, you will help lead our Team Leads and agents across a 24/7 customer support operation covering email, chat, and phone.

This is not a role for someone who wants to manage from dashboards and meetings alone. You will be expected to stay close to the live operation, understand the queues, know what the teams are working on, and act when productivity, backlog, SLA, staffing, or customer experience is at risk.

You will also immerse yourself in our actual customer support work. That means learning our products, systems, processes, and SOP to the same practical level as the teams you lead. To coach performance fairly and effectively, you need to understand what agents know, what they are expected to solve, and what good customer support looks like in practice.

What you will do

• Lead and develop our English Support Team Leads while remaining close to theagents and daily operation.

• Support the Head of English Support in maintaining a stable and productive 24/7 operation.

• Monitor queue health, backlog, SLA risk, staffing, productivity, quality, and customer experience across email, chat, and phone.

• Check the live operation yourself, identify risks early, and take action before problems grow.

• Ensure staffing and channel allocation reflect the actual customer demand throughout the day.

• Follow up on performance consistently and make sure underperformance is addressed early, fairly, and clearly.

• Strengthen the quality of coaching provided by Team Leads and ensure agreed actions are followed through.

• Learn our products, systems, customer journeys, and support processes to agent level.

• Know and follow the English Support SOP in full, including the reasoning behind its routines and requirements.

• Ensure Team Leads and agents understand and consistently follow the agreed way of working.

• Review real tickets, chats, calls, and customer cases to understand what is driving performance.

• Distinguish between genuine case complexity, knowledge gaps, process issues, poor prioritization, and insufficient effort.

• Step in and take operational ownership when the Head of English Support is unavailable.

• Work closely with Training, Workforce, Enablement, Product, and other relevant stakeholders to improve performance and ways of working.

What we are looking for

You are a hands-on leader who combines people leadership with operational discipline.
You are comfortable being supportive, but you do not avoid difficult conversations or allow performance problems to continue without action. You want to understand the work before judging the performance, and you are prepared to learn what agents learn, use the systems they use, and understand the customer cases they handle.

Ideally, you bring:

• Leadership experience from customer support, BPO, contact center, or shared services.

• Experience leading Team Leads as well as frontline employees.

• Experience working in a 24/7 or shift-based operation.

• Strong understanding of productivity, SLA, backlog, staffing, adherence, queue management, and customer experience.

• Experience managing email, chat, and phone support.

• Experience handling coaching, underperformance, and performance improvement.

• The ability to absorb detailed product and process information quickly.

• Experience in technical support, web hosting, domains, email, SaaS, or another product-led environment is an advantage.

• Strong analytical skills and the confidence to investigate what is happening beyond the summary numbers.

• Strong written and spoken English.

• A structured and disciplined approach to execution and follow-up.

Most importantly, you take ownership. When something is unclear, you investigate.
When something is agreed, you make sure it happens. When the operation is at risk, you do not wait for someone else to solve it.

What success looks like

You will help us build an English Support operation where:

• Team Leads confidently own both people and performance.

• Staffing and capacity are actively managed across all shifts and channels.

• Productivity, backlog, and SLA risks are identified and addressed early.

• Coaching is specific, relevant, and followed up.

• Underperformance is managed consistently.

• The SOP is known, understood, and followed across the operation.

• Leadership decisions are based on both data and a real understanding of the customer support work.

• The Head of English Support can rely on you to maintain the same standards and operational control when he is unavailable.

If you enjoy building strong teams, mastering complex operations, and turning expectations into visible results, we would love to hear from you.

We welcome talent in all its diversity. Your gender, background, age, beliefs, or personal story do not define your opportunities here, what matters to us is mutual respect, personal appreciation, and creating a workplace where motivation and collaboration thrive.

We believe in supporting your personal and professional growth, recognising you as both an individual and a valued team member.

We want to continue to grow with you and why we look forward to getting to know you.