Customer Experience Manager

Location:
Philippines (Remote/Hybrid)

Employment Type:
Full-time

Salary:
Competitive, based on experience

Start Date:
ASAP

Department:
Customer Experience / Support Operations

Lead Our Global Customer Support Team to the Next Level

We are an
international provider of eSIM and SIM card solutions
seeking an experienced
Customer Experience Manager
to lead and optimise our global support operations. You will oversee a
20-member customer service team
serving an English-speaking international customer base.

In addition to the
core leadership skills
expected of a CX Manager, you must have
exceptional logical thinking abilities
— the capability to
design, map out, and implement efficient automation flows
that improve speed, accuracy, and customer satisfaction.

You will work closely with our
software development and product teams
to ensure our workflows are strategically built, fully automated where possible, and optimised for our tools (Zendesk, ).

Key Responsibilities

Team Leadership

• Lead, mentor, and motivate a 20-person support team to deliver exceptional service.
• Promote a high-performance, customer-focused culture.

Daily Operations

• Manage day-to-day support operations, ensuring timely, high-quality responses.
• Oversee queue management, workload balancing, and escalations.

Logical Automation Design

• Analyse customer service workflows and
  design logical, step-by-step automation flows
  for ticket routing, chatbot interactions, and self-service.
• Work closely with technical teams to translate business needs into clear, efficient process logic.

Quality & Performance

• Set, monitor, and improve KPIs (CSAT, response/resolution times, ticket backlog).
• Identify inefficiencies and implement targeted improvements.

Customer Experience Enhancement

• Collect and analyse customer feedback to identify recurring pain points.
• Create and implement strategies to improve customer satisfaction and retention.

Tool Management

• Administer and optimise
  Zendesk
  and
  
  workflows, triggers, and automations.
• Ensure tools are configured for maximum efficiency and accuracy.

Escalation Handling

• Act as the final escalation point for complex or sensitive issues.

Training & SOPs

• Create training programs and SOPs to keep the team updated and consistent in delivery.

Reporting & Policy

• Maintain up-to-date support policies.
• Prepare and present performance reports with actionable recommendations.

Qualifications & Experience

• Bachelor's degree
  in Business, Communications, IT, or related field (or equivalent experience)
• 5+ years
  in customer service/support, with
  2+ years
  in a managerial or team lead role
• Strong
  logical reasoning
  skills — proven ability to design process flows and automation logic that align with business goals
• Hands-on experience with
  Zendesk
  and live chat platforms or similar)
• Excellent written and verbal English communication skills
• Data-driven decision-making and analytical ability
• Strong problem-solving and conflict resolution skills
• Experience working closely with
  technical teams
  on system/process integration
• Passion for
  automation and efficiency improvements

Preferred Skills

• Experience in
  telecommunications
  , especially SIM/eSIM products
• Leading
  international or multicultural support teams
• Experience implementing
  chatbots, self-service portals, or AI-driven automation
• Basic understanding of mobile network operations

Why Join Us?

• Lead a
  global CX team
  in a fast-growing, technology-driven sector
• Play a key role in
  shaping automation and workflow logic
  for customer support
• Collaborate with international colleagues across multiple disciplines
• Flexible work environment with measurable goals and performance-based growth
• Competitive salary and opportunities for advancement