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Customer Service Manager

2 weeks ago

Manila, National Capital Region, Philippines DTN Full time ₱59,000 - ₱830,000 per year

For decades, DTN has been the silent force behind some of the world's most critical industries—helping businesses navigate complexity, uncertainty, and risk with smarter, faster decisions. From agriculture to energy to weather intelligence, our proprietary Operational Decisioning Platform transforms raw data into decision-grade insights—enabling companies to optimize supply chains, ensure market stability, and safeguard infrastructure against disruption. We don't follow trends—we set the standard for precision, trust, and operational impact.

DTN is at an exciting inflection point. Building off a foundation of financial strength, profitability, and industry trust, we're accelerating growth and expanding our global footprint. Our purpose-built solutions—powered by AI and honed by decades of vertical expertise—are helping some of the world's most significant enterprises thrive amid operational constraints and uncover new opportunities in a fast-changing world.

J
ob Description:
The Customer Service Manager is a position within DTN's Global Customer Service team. The manager must be an independent, motivated individual with excellent problem-solving and people skills. You will be required to manage the day-to-day activity for a growing technical support team. This includes managing and coaching team members, assisting with problem-solving, and escalating issues. The manager will engage with internal and external customers to assist or drive change and issue resolution through meetings, phone calls, online chat, and e-mail. The manager will be responsible for annual performance reviews, addressing performance issues, and career pathing team members.

What you will be responsible for:

  • Monitors day-to-day activity of team and individual team members.
  • Works with Customer Service Management team to drive best practices across functional teams.
  • Embraces and drives change into daily practice.
  • Positive team player who motivates team and team members to achieve goals and stretch goals.
  • Coordinates with management and other internal stakeholders to identify the appropriate resolution to validated problems in order to reduce or eliminate recurrence.
  • Monitors progress of resolutions and announces availability.
  • Collaborate with Development personnel, other Customer Support Representatives and Product Management to answer questions and resolve problems -- by telephone, in person or by e-mail.
  • Provide reports to business stakeholders to show objective metrics on team activity and capacity.
  • Work with Salesforce for case management and reporting.

What you will bring to the role:

  • Proven experience managing a customer or technical support team, ideally within a multinational company.
  • 5+ years of customer/technical support experience, including at least 2+ years in a management role.
  • Strong leadership, organizational, and interpersonal skills, with hands-on experience in team coaching, QA, and mentoring.
  • Familiarity with CRM systems (any platform; Salesforce/Zendesk a plus).
  • Strong analytical and problem-solving skills, with the ability to make decisions under limited information.
  • Bachelor's degree preferred; high school diploma or equivalent required.
  • Flexible, culturally aware leader with excellent written and verbal communication skills.
  • Resilient and proactive, able to adapt to shifting priorities, support a 24x7 operation, and work a mid-shift schedule.
  • Nice-to-have: Knowledge of the weather industry and experience scaling support teams.

What you can expect from DTN:

  • Competitive Salary
  • Generous PTO
  • Flexible work arrangements
  • Healthcare coverage extended to three dependents on day one of employment
  • Retirement plan
  • Unlimited access to 13k+ courses via learning platform to support employee career advancement
  • Employee Assistance Program (EAP)

DTN Philippines Inc. is proud to be certified as a Great Place to Work (2025), a testament to our global commitment to creating a positive workplace culture.
Compensation:
The targeted hiring base pay range for this position is between PHP 59,000 and PHP 83,000 monthly. DTN is a pay-for-performance organization, which means there is the opportunity to advance your compensation with performance over time. The actual base pay offered for this position will be dependent upon many factors, including but not limited to prior work experience, training/education, transferable skills, business needs, internal equity, and applicable laws. The targeted hiring base pay range is subject to change and may be modified in the future. This role may also be eligible for market-competitive variable pay and benefits.
About DTN:
DTN is a global data and technology company helping operational leaders in energy, agriculture, and weather-driven industries make faster, smarter decisions. Our Operational Decisioning Platform turns complex data into decision-grade insights—empowering customers to expand their margins, accelerate growth, and outpace risk. With more than 1,200 employees globally, DTN serves the companies that feed, fuel, and protect the world.

At DTN, we value
clarity,
trust
, and
action
. We're a team of problem-solvers, outcome-drivers, and industry nerds who believe that precision matters – and that mission is at the core of what we do.

  • Trust Built: We earn it. We keep it. We protect it. Our neutrality, precision, and integrity are non-negotiable.
  • Confidence-Driven: We help customers move with clarity and conviction. We bring the data and operational knowledge leaders need to act.
  • Built for Industry: We speak operations because we come from operations. Our expertise is forged in fuel terminals, fields, flight paths, and forecasts.
  • Future-Forward: We see what's coming- and we're ready. We help customers lead through change with smarter decisioning.

Recruitment Fraud Notice:
DTN is aware of incidents where external parties have impersonated our organization, issuing fraudulent communications and/or job offers. Please be advised that all legitimate communication from DTN will come from an official email address or through our Paradox AI automated scheduling platform (Talent IQ). Any offers are extended directly by our Talent Acquisition team following a formal interview process.

If you receive a suspicious message or offer claiming to be from DTN, please do not engage. Contact our Talent Acquisition team at to verify the legitimacy of any communication. Report any fraudulent messaging as phishing or spam.

DTN is an Equal Opportunity Employer.
We welcome and encourage applicants of all backgrounds, including minorities, women, veterans, and individuals with disabilities.