Customer Service Operations Manager

2 weeks ago

Manila, National Capital Region, Philippines beBeeSupport Full time ₱450,000 - ₱600,000

As a leader in customer service, you will play a crucial role in developing and overseeing our support operations. This position is responsible for managing day-to-day support tasks, guiding support specialists, and ensuring exceptional client and user experiences.

Responsibilities:
  • Supervise, mentor, and develop a team of customer support specialists to deliver outstanding client and user services
  • Oversee daily support operations including ticket management, call queues, and escalations
  • Monitor team performance, set KPIs, and ensure service levels (SLA/response times) are consistently met
  • Handle complex customer issues and serve as the point of escalation for high-priority cases
  • Collaborate with technical teams to resolve cross-functional issues
  • Conduct regular coaching sessions, team huddles, and performance reviews to foster growth and accountability
  • Identify process improvements and contribute to building a scalable support infrastructure
  • Track and report on customer support trends, recurring issues, and opportunities for product/service improvement
Requirements:
  • Professional English fluency
  • Experience using CRM tools
  • Strong leadership and coaching skills with the ability to motivate and develop a team
  • Minimum 3 years of experience in customer support with at least 1 year in a supervisory or team lead role
  • Strong organizational and multitasking abilities
  • Excellent communication and interpersonal skills
  • Fast learner with adaptability in a fast-paced environment
  • Bachelor's Degree (nice to have)
Working Conditions:

This position may require occasional evening or weekend work to accommodate different time zones or meet project deadlines. If you are passionate about delivering exceptional customer support, we invite you to apply for this position.

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