Head of Customer Support

2 weeks ago

Manila, National Capital Region, Philippines Essor Ltd Full time ₱120,000 - ₱150,000 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

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