Support Operations Manager

20 hours ago


Tarlac City, Central Luzon, Philippines beBeeCustomer Full time ₱500,000 - ₱800,000
Job Title

Customer Support Team Lead

About the Role

This position is responsible for leading and developing a team of customer support specialists to deliver exceptional experiences.

Main Responsibilities
  • Develops and mentors a team of customer support specialists to deliver top-tier service for clients and users.
  • Oversight of day-to-day support operations, including ticket management, call queues, and escalations.
  • Maintains team performance, sets key performance indicators (KPIs), and ensures service levels (SLA/response times) are consistently met.
  • Handles complex customer issues and serves as the point of escalation for high-priority cases.
  • Collaborates with cross-functional teams to resolve issues.
  • Conducts regular coaching sessions, team huddles, and performance reviews to foster growth and accountability.
Requirements
  • 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.
Work Environment

This position may require occasional evening or weekend work to accommodate different time zones or meet project deadlines.



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