Support Operations Lead

1 week ago

Mandaluyong City, National Capital Region, Philippines beBeeManagement Full time ₱1,200,000 - ₱1,500,000

**Customer Support Manager Role Overview:**

This is an excellent opportunity to lead customer service operations and drive initiatives that improve employee performance, customer relationships, and team dynamics.

The successful candidate will oversee customer support teams, working closely with leadership to implement training programs, performance management strategies, and ensure the team is motivated, engaged, and equipped to provide exceptional customer service.

Key Responsibilities:

  • Develop and implement training programs to enhance agents' skills, product knowledge, and customer service techniques.
  • Collaborate with leadership to ensure the recruitment, onboarding, and retention of high-performing customer support agents.
  • Monitor performance metrics (e.g., customer satisfaction, issue resolution time) and identify trends to guide professional development initiatives.
  • Manage the performance review process, setting clear goals for team members and providing feedback to ensure continuous improvement.
  • Foster a positive and supportive team environment, ensuring employees feel motivated, valued, and recognized.

Required Skills and Qualifications:

  • At least 5 years of proven experience in customer support management within a service-oriented industry, preferably in e-commerce or logistics.
  • Experience in managing multiple teams, with strong leadership and mentoring skills, and the ability to inspire and develop talent.
  • Excellent communication and interpersonal skills.
  • Ability to work cross-functionally with operations and leadership teams.

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