Head of Customer Support

2 weeks ago

Manila, National Capital Region, Philippines Secret Food Tours Full time $60,000 - $80,000 per year

About Secret Food Tours

Secret Food Tours (

) is a global leader in culinary experiences, operating in over 90 cities worldwide. We connect travelers with local guides to discover authentic food, culture, and history. Our mission is to create unforgettable moments through food.

Role Overview

We are seeking an experienced and dynamic
Head of Customer Support

to lead and inspire our Manila-based support team of ~20 agents. This team plays a critical role in ensuring our guests have seamless experiences—from answering inquiries and assisting with bookings, to liaising with local guides and supporting our city managers worldwide.

The ideal candidate is a strong leader with a background in hospitality or travel, at least 3 years of experience managing large support teams, and a passion for delivering outstanding customer service. Strong operational acumen, excellent communication skills, and comfort with technology are essential.

Key Responsibilities

  • Team Leadership & Development
  • Manage, coach, and mentor a team of ~20 customer support agents.
  • Foster a culture of accountability, empathy, and service excellence.

  • Conduct performance reviews, identify training needs, and implement development plans.

  • Customer Experience Management

  • Oversee day-to-day handling of guest inquiries via email, chat, and phone.
  • Ensure service levels, response times, and quality standards are consistently met.

  • Handle escalations and resolve complex guest issues professionally.

  • Operational Coordination

  • Collaborate with city managers and guides to ensure smooth on-the-ground operations.
  • Provide timely support to guides before and during tours.

  • Identify recurring issues and work with other departments to resolve operational bottlenecks.

  • Process Improvement & Reporting

  • Monitor KPIs, track performance metrics, and report regularly to the COO.
  • Implement best practices, improve workflows, and optimize use of support tools and technology.
  • Contribute to the design and rollout of new support initiatives.

Qualifications & Skills

  • Bachelor's degree in Hospitality, Business, or related field (preferred).
  • Minimum
    3 years of experience managing a customer support team

of 10+ agents.
- Proven background in
hospitality, travel, or service-focused industries

.
- Strong leadership, coaching, and people management skills.
- Excellent written and spoken English; additional languages are a plus.
- Strong technical aptitude and familiarity with customer service platforms (e.g., Zendesk, Freshdesk, CRM systems).
- Highly organized, with strong problem-solving and decision-making abilities.
- Flexibility to work on shifts or weekends when required.

Why Join Us?

  • Be part of a fast-growing, globally recognized food experiences company.
  • Lead a talented and passionate team at the heart of our operations.
  • Competitive compensation package with opportunities for growth.
  • A collaborative, international, and dynamic work culture.

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