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Head of Customer Support

2 weeks ago

Work from Home, Philippines Packsify, LLC Full time ₱1,500,000 - ₱2,500,000 per year

Job Summary

We are seeking a dynamic and experienced Head of Customer Service to lead our customer support team.

This role is crucial in ensuring that our clients receive exceptional service and support, fostering long-term relationships that enhance customer satisfaction and loyalty.

The ideal candidate will possess strong leadership skills, a passion for customer service, and the ability to analyze data to improve service delivery.

You'll set OKRs, build systems, and coach team leads so that support stays fast, clear, and scalable as we grow.

If you're a strategic thinker with strong leadership skills, a passion for service, and a drive to continuously improve how things work, we'd love to hear from you.

Responsibilities:

  • Lead & Coach: Set OKRs/KPIs, align support with company goals, and coach team leads to develop their people.
  • Systemize & Automate: Build SOPs and processes that cut manual work, improve consistency, and lean on automation/AI where it makes sense.
  • Solve & Align: Fix recurring issues at the root, streamline workflows, and align support with product, marketing, sales, and ops.
  • Tools & Data: Leverage Intercom, Discord, and ClickUp to automate, measure, and improve performance.
  • Culture: Promote a no-drama, customer-first culture focused on solutions and results.

Requirements:

  • Experience leading 15+ person support teams, ideally across global or 24/7 coverage.
  • Background in chat-first environments (Intercom, Discord, or similar).
  • Proven ability to set and track OKRs/KPIs that improve throughput and customer experience.
  • Systems thinker who simplifies processes and scales operations.
  • Leads through others - empowering team leads instead of micromanaging.
  • Proactive problem-solver who fixes issues for the future, not just today.
  • Comfortable in a fast-moving startup environment.

For additional details and to access the application form, please visit our website:

Job Type: Full-time

Benefits:

  • Flexible schedule
  • Work from home