
Head of Customer Support
2 weeks ago
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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