Customer Support Manager

Mitti by SafetyCulture

. Own the health and performance of the AMER shift, making real-time decisions on coverage, queue priorities, and workload .

Posted 11/6/2026full-timeManila • PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in operational customer support management within a SaaS environment, focusing on performance data analysis, process improvement, and team development. Capable of leading teams through effective coaching, decision-making, and collaboration with cross-functional partners to enhance customer satisfaction and operational efficiency.

Highest-signal resume keywords

Operational Customer Support ManagementPerformance Data AnalysisProcess Improvement ImplementationTeam Development and CoachingAI Tools Utilization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Queue ManagementShift PlanningPerformance Data AnalysisProcess ImprovementCustomer Escalation HandlingAI-Driven Support WorkflowsStructured ReportingSLA AdherenceTrend AnalysisAI Strategy Understanding

Soft Skills

Clear CommunicationCoaching with HonestySolution-Oriented MindsetAdaptability to AmbiguityFeedback Reception

Tools & Technologies

AI ChatbotCustomer Support SoftwarePerformance Reporting ToolsData Analysis Tools

Certifications & Qualifications

Active NBI Clearance

Industry Keywords

SaaSCustomer SupportOperational ExcellenceTeam PerformanceCustomer Satisfaction

About the role

Key responsibilities & impact

Own the health and performance of the AMER shift, making real-time decisions on coverage, queue priorities, and workload
Lead, coach, and develop Support Analysts through one-on-ones, performance conversations, and career development
Serve as the primary escalation point for complex, sensitive, or high-stakes customer issues
Use customer satisfaction, SLA adherence, and productivity data to identify patterns and root causes
Design, deliver, and embed workflows and process-improvement projects
Monitor AI chatbot performance and collaborate with Quality & Training and AI teams to improve AI-driven support workflows
Partner with Talent Acquisition to hire Support Analysts and onboard new starters
Bring customer feedback to Customer Experience, Product, and Engineering
Provide structured team-performance reporting to senior leadership
Ensure customer satisfaction and SLA targets are met, processes remain adopted, recurring issues are fixed at root cause, and the shift operates steadily

Requirements

What you’ll need

Proven track record of running an operational customer support team in a SaaS or technology environment
Strong command of queues, coverage, and shift planning
Ability to turn performance data into clear coaching decisions and operational changes
Experience scoping, delivering, and embedding process improvements across a team
Sound judgement in handling sensitive or high-stakes customer escalations
Clear written and verbal reporting for team and senior leadership audiences
Coaches with honesty and care, gives direct feedback, and welcomes feedback
Acts quickly on low-risk decisions and slows down for decisions that are hard to reverse
Comfortable with ambiguity and able to turn undefined problems into action
Solution-oriented and able to bring options to leaders and cross-functional partners
Makes decisions with the customer in mind
Invests in analysts' success and wider team results
Uses AI tools to analyse team and queue data, spot trends, and prepare reporting
Can evaluate the quality and accuracy of AI-generated support responses
Able to suggest, test, and measure improvements to AI-driven support workflows
Understanding of AI strategy in customer support is a good-to-have
Based in Manila and able to work the AMER shift
Active NBI Clearance, or ability to request one as indicated by the application form

Benefits

Comp & perks

Inclusive teams and a sense of belonging
Reasonable adjustments throughout the recruitment process
Flexible/inclusive recruitment support
Recognition as a Best Place to Work in Australia, the US and the UK