Support Operations Manager

1 day ago

Antipolo City, Calabarzon, Philippines beBeeLeadership Full time ₱450,000 - ₱750,000
Job Title:

Customer Support Team Lead

Description

We are seeking a highly skilled and experienced Customer Support Team Lead to join our organization. The successful candidate will play a key role in leading and developing our client's Customer Support Team.

This is a unique opportunity to work with a talented team of professionals who are passionate about delivering exceptional customer support. As a Customer Support Team Lead, you will be responsible for overseeing day-to-day support operations, coaching support specialists, and ensuring our clients and users receive top tier service.

The ideal candidate will have hands-on experience in customer support leadership, thrive in a fast-paced environment, and know how to balance team development with performance metrics.

Responsibilities
  • Supervise, mentor, and develop a team of customer support specialists to deliver exceptional client and user experiences
  • 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 Support, Operations, and Field 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
Qualifications
  • Professional English fluency
  • Experience using Salesforce
  • 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.

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