Frontline Support Manager

Thomson Reuters

. Lead, mentor and develop second-line Team Leads and frontline support analysts .

Posted 9/17/2026full-timeManila • PhilippinesMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates strong leadership in managing distributed teams across multiple time zones, with a focus on customer technical support and performance improvement. Proficient in data literacy, root cause analysis, and leveraging AI-assisted tools to enhance customer experience and operational efficiency.

Highest-signal resume keywords

Leadership ExperienceData LiteracyRoot Cause AnalysisITIL-Based Service ManagementCRM and Ticketing Platforms

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Applicant Tracking System Keywords

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Hard Skills

Root Cause AnalysisWorkforce Capacity ModelingPerformance EvaluationService Level KPIsAI-Assisted Support ToolsWindows Operating SystemMacOS Operating SystemTCP/IPDNSDHCP

Soft Skills

Verbal CommunicationWritten CommunicationProblem-SolvingCoachingTeam Development

Tools & Technologies

SalesforceServiceNowContent Management SystemsDigital Asset Management Software

Certifications & Qualifications

ITIL Foundation Certification

Industry Keywords

Customer Technical SupportEditorial SupportMedia EnvironmentNews Production WorkflowsCustomer Feedback

Tech Stack

Tools & technologies

DNSMacOSServiceNowTCP/IP

About the role

Key responsibilities & impact

Lead, mentor and develop second-line Team Leads and frontline support analysts
Manage teams specializing in customer technical support and editorial support
Provide coaching, training and performance evaluations
Own team scheduling and shift design across APAC, EMEA and AMERS coverage boundaries
Develop and refine service and operating level KPIs
Translate Customer Solutions priorities into frontline operating plans
Lead frontline hiring, selection and structured onboarding
Build succession depth and leadership capability
Manage employee concerns, workplace issues and formal grievances
Serve as Manila site coordinator and liaison with local site leaders
Ensure timely resolution of customer inquiries and incidents under SLAs and ITIL frameworks
Escalate complex issues to second-level support with documented diagnostics
Coordinate high-severity incidents and stakeholder communications
Own first-level incident, problem and feedback processes
Drive problem records to closure and identify recurring themes for prevention
Own frontline capacity modeling, metrics, thresholds, forecasting and operating budget
Produce and maintain frontline reporting on team performance, incident trends and service improvements
Perform root-cause analysis on volume drivers and quantify remediation benefits
Use customer feedback, satisfaction scores, support NPS and service data to improve customer experience
Own quality assurance, audit coverage, calibration and remediation
Set ticket documentation standards and maintain the frontline knowledge base
Partner with Sales, Product and Technology on customer issues and product improvements
Own the AI and automation roadmap for frontline support
Deploy AI for knowledge retrieval, case summarization, pattern detection and next-action guidance while preserving human judgment
Validate service, capacity and customer outcomes after automation deployments
Represent frontline support in governance forums and own dated commitments
Prepare frontline input to business cases and investment recommendations
Participate in service reviews and communicate between teams and senior leadership

Requirements

What you’ll need

More than 3 years in a leadership or managerial position, including demonstrable experience managing team leads or other people managers
Experience leading a distributed team across multiple time zones, with accountability for coverage and handover between regions
Demonstrated ownership of workforce capacity or productivity modeling, and comfort defending the assumptions behind it
Strong data literacy, including building reporting, reconciling conflicting figures, and identifying unsupported conclusions
Over 5 years of experience in IT support or helpdesk roles, preferably in a media environment
Significant experience performing root cause analysis in a customer support environment
Experience connecting service performance and customer feedback to retention or relationship outcomes
Experience hiring, onboarding and building support teams, including defining role requirements and leading selection
Strong verbal and written communication and problem-solving skills
Proficiency in CRM and ticketing platforms such as Salesforce and ServiceNow
English required (written and verbal)
Higher education in Computer Science, Information Technology, Journalism or a related field
Knowledge of Windows and macOS operating systems
Familiarity with TCP/IP, DNS, DHCP and IT security best practices
Ability to work independently and collaboratively in a fast-paced, customer-driven and unpredictable environment
Flexibility for hybrid work schedules accommodating in-office and remote work
Preferred: ITIL-based service management experience and ITIL Foundation certification
Preferred: Practical experience applying AI-assisted support tools in a customer environment
Preferred: Understanding of journalistic practices and news production workflows, or experience supporting a newsroom or journalists
Preferred: Experience with content management systems, digital asset management and media production software
Preferred: Additional languages, including Filipino

Benefits

Comp & perks

Flexible hybrid working environment with 2–3 days a week in the office depending on the role
Flexible work arrangements, including work from anywhere for up to 8 weeks per year
Flexible vacation
Two company-wide Mental Health Days off
Access to the Headspace app
Retirement savings
Tuition reimbursement
Employee incentive programs
Resources for mental, physical, and financial wellbeing
Two paid volunteer days off annually
Opportunities to participate in pro-bono consulting projects and ESG initiatives
Career development, continuous learning and skills development through Grow My Way programming
Flexible work-life balance policies through Flex My Way
Inclusive, globally recognized, award-winning workplace culture