Head of Customer Support

4 days ago

Manila, National Capital Region, Philippines Essor Ltd Full time ₱1,440,000 - ₱1,800,000 per year

Secret Food Tours 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.

Job Type: Full-time

Pay: Php120, Php150,000.00 per month

Benefits:

  • Work from home

Education:

  • Bachelor's (Required)

Experience:

  • people management: 3 years (Required)
  • Hospitality: 2 years (Required)

Work Location: Remote

  • Head of Customer Support

    4 days ago

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

    About Secret Food ToursSecret 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 OverviewWe are seeking an experienced and dynamicHead of Customer Supportto...

  • Branch Customer Service Head

    2 days ago

    Manila, National Capital Region, Philippines Transnational Properties, Inc. (Real Estate arm of Motortrade) Full time ₱200,000 - ₱240,000 per year

    Branch Customer Service HeadMust be willing to be assigned at Marilao, Bulacan.The Branch Customer Service Head is responsible in managing the full branch operations management which includes planning, organizing and implementation of back office duties & responsibilities.Educational attainment:Graduate of Management Major in Marketing or any 4 years...

  • branch customer service head

    2 days ago

    Manila, National Capital Region, Philippines Transnational Properties, Inc. (Real Estate arm of Motortrade) Full time ₱224,400 per year

    The Branch Customer Service Head is responsible for managing the full branch operations management which includes planning, organizing and implementation of back office duties and responsibilities. Implements initiatives to achieve annual.Basic Requirements:- Graduate of Management Major in Marketing or any 4 years Business related course.- Experience(s)...

  • Head Office Cashier

    2 days ago

    Manila, National Capital Region, Philippines TIEC Group of Companies Full time ₱180,700 per year

    Job Summary:The Head Office Branch Cashier is responsible for handling cash and check transactions related to insurance premium collections, disbursements, and other financial activities at the head office branch. This role ensures accurate recording, safekeeping, and reporting of daily financial transactions in compliance with company policies and...

  • Customer Support Manager

    2 weeks ago

    Manila, National Capital Region, Philippines CUBE Full time ₱900,000 - ₱1,200,000 per year

    CUBE are a global RegTech business defining and implementing the gold standard of regulatory intelligence for the financial services industry. We deliver our services through intuitive SaaS solutions, powered by AI, to simplify the complex and everchanging world of compliance for our clients.Why us? CUBE is a globally recognized brand at the forefront of...

  • Service Heads

    4 days ago

    Manila, National Capital Region, Philippines Sterling Bank of Asia, Inc. (A Savings Bank) Full time ₱900,000 - ₱1,200,000 per year

    Candidate must possess at least a Bachelor's/College Degree , any field.Required skill(s): experienced/full-fledged Branch Operations Officer/Service Head, excellent customer service orientation, excellent communication skills, people management skills, with background in branch operations in a supervisory/leadership capacity, willing to be assigned in...

  • Cluster Head

    4 days ago

    Manila, National Capital Region, Philippines Transnational Properties, Inc. (Real Estate arm of Motortrade) Full time ₱1,500,000 - ₱2,500,000 per year

    Job Summary:Ensures achievement of Cluster full year sales target forBrand New Sales – Cash & InstallmentRepo SalesOversees standard procedures related to sales processes including – encoding to system, proper pricing to customer & timely coordination to CSOD team for the CIR & release of unitEnsures that Cluster Heads and Marketing Assistants follow the...

  • Customer Support Manager

    2 weeks ago

    Manila, National Capital Region, Philippines CUBE Full time ₱1,200,000 - ₱2,400,000 per year

    CUBE are a global RegTech business defining and implementing the gold standard of regulatory intelligence for the financial services industry. We deliver our services through intuitive SaaS solutions, powered by AI, to simplify the complex and everchanging world of compliance for our clients. Why us? CUBE is a globally recognized brand at the forefront of...

  • Collections Support Head

    2 days ago

    Manila, National Capital Region, Philippines Metrobank Full time ₱2,000,000 - ₱2,500,000 per year

    Be #InGoodHands with MetrobankHere at Metrobank, we don't simply hire employees—we hone future leaders. We provide opportunities that enhance your skills and unlock your talents, helping you evolve into a well-rounded individual. We supply you with all the pieces you need to do your best work, unleashing your full potential to help you secure your future...

  • MANILA Offshore Non-voice Support

    1 week ago

    Manila, National Capital Region, Philippines Support Services Group Full time ₱900,000 - ₱1,200,000 per year

    Work arrangement: 100% Onsite roleType of employment: Full-timeAccount: Non-voice International AccountsKey Responsibilities:As a Non-voice Agent, you'll be at the forefront of customer interactions, proactively and reactively handling queries and escalations. Your role will include:Responding to customers concerns and inquiries.Engaging with customers...