Support Supervisor

Overview

Parchment, by Instructure, is seeking a Supervisor, Member Services to lead and support our high-performing learner support team in Manila. You will oversee day-to-day operations, ensure customer service excellence across phone, chat, and web case channels, and coach team members to achieve performance and quality goals. You’ll help maintain high customer satisfaction, resolve escalations, and drive continuous improvement within the team.

What You’ll Do

• Lead and supervise a team of Learner Support Representatives (LSRs), providing ongoing coaching, mentorship, and performance feedback
• Monitor daily operations, ensuring timely and accurate resolution of learner inquiries across phone, chat, and support ticket systems
• Handle and resolve escalated customer issues, ensuring a positive learner experience
• Track and analyze individual and team performance metrics, including Average Handle Time (AHT), First Contact Resolution (FCR), customer satisfaction scores, schedule adherence, and productivity
• Conduct team meetings and quality calibration sessions
• Collaborate with internal stakeholders to escalate systemic issues and recommend improvements to tools, processes, and knowledge resources
• Identify training needs and support onboarding and continuous learning initiatives
• Ensure team compliance with policies, procedures, and data entry standards
• Foster a positive, supportive, and accountable team culture aligned with Parchment’s values

What We’re Looking for

• Proven experience in a customer support or call center environment, including at least 1-2 years in a supervisory or team lead role
• Strong leadership and people management skills with the ability to motivate and develop high-performing teams
• Excellent communication, problem-solving, and conflict resolution skills
• Experience with performance management tools and reporting metrics
• Comfort with troubleshooting basic technical issues and guiding teams to do the same
• Highly organized with the ability to prioritize tasks and manage shifting workloads
• Strong attention to detail and commitment to process adherence and quality
• Proficiency with support platforms and tools (e.g., Salesforce, ticketing systems, telephony software)
• Comfortable working in a fast-paced, high-volume support environment
• Familiarity with virtual collaboration platforms (e.g., Slack, Zoom, Google Workspace, MS Office)

Bonus Points If You Have

• Experience working in education or with student-focused services
• Knowledge of Parchment or Instructure products and services
• Prior experience managing remote or hybrid teams
• Certification or training in leadership, coaching, or workforce management

What You’ll Bring to the Team

• A consumer-first, customer-obsessed mindset
• A collaborative and transparent leadership style
• A proactive, solution-oriented approach to operational challenges
• The ability to remain calm and effective under pressure
• A passion for coaching and helping others grow

Get in on all the awesome at Instructure

• We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here’s a general idea of what you can expect:
• Competitive compensation, plus all full-time employees participate in our ownership program
• Generous time off, including local holidays
• Comprehensive wellness programs and mental health support
• Annual learning and development stipends to support your growth
• The technology and tools you need to do your best work
• Motivosity employee recognition program
• A culture rooted in inclusivity, support, and meaningful connection

Salary: ₱89,308 - ₱89,308 a month

Annual salary: ₱1,161,000.00 (includes 13th month pay)

• 10% Night Differential Pay (for hours worked between 10PM–6AM)

Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate. All employees must pass a background check as part of the hiring process, and identity verification measures may be used per local data privacy laws. Any attempt to misrepresent information will result in disqualification.

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