Candidate must be willing to relocate and work in Cebu.
The client company is looking for a Customer Service Manager (Ops & User Experience) with a profound focus on user experience and operational excellence to lead the customer support function.
This role transcends daily support management; it is responsible for deep-dive analysis of user issues, identifying platform pain points, and driving continuous improvements across product, operations, and service workflows. The goal is to enhance user retention by not only resolving active inquiries but also proactively reducing the occurrence of systemic problems. The ideal candidate is a strategic operator who can transform customer feedback into a catalyst for platform-wide improvement.
Key Responsibilities
1. Strategic Support Operations Management
- 24/7 Oversight: Orchestrates daily customer support operations, including complex staffing, scheduling, and shift management to ensure seamless 24/7 coverage.
- Service Standards: Ensures all user inquiries are addressed with high levels of accuracy, professionalism, and speed.
- System Scalability: Maintains and develops a stable, efficient, and scalable support infrastructure capable of handling high-transaction volumes.
2. Quality Assurance & Performance Optimization
- KPI Stewardship: Defines and monitors critical service metrics, including First Response Time (FRT), Resolution Time, and Customer Satisfaction (CSAT).
- Audit Protocols: Establishes rigorous quality assurance processes and conducts regular reviews of support interactions to maintain brand standards.
- Continuous Training: Leads the professional development and training of the support team to ensure a high-performance culture.
3. Root Cause Analysis & Feedback Loops
- Data Diagnostics: Analyzes customer inquiries and complaints to identify recurring issues and their fundamental root causes.
- Prioritization: Categorizes and prioritizes platform issues based on business impact and user friction.
- Insight Distribution: Provides structured feedback and actionable insights to the Product, Operations, and Engineering teams to drive long-term fixes.
4. Cross-Functional Issue Resolution
- Collaborative Leadership: Partners with Product, Tech, Platform Operations, KYC, and Risk teams to drive the resolution of complex cases.
- Escalation Management: Oversees proper escalation handling, ensuring that high-priority issues are tracked, resolved, and closed effectively across departments.
5. Workflow Engineering & SOP Optimization
- Process Design: Designs and continuously refines support workflows and Standard Operating Procedures (SOPs).
- Friction Reduction: Optimizes internal coordination and escalation procedures to improve operational efficiency and minimize repetitive manual tasks.
Key Performance Indicators (KPIs)
- First Response Time (FRT) & Resolution Time
- Customer Satisfaction Score (CSAT)
- Issue Resolution Rate (Total cases closed vs. opened)
- Reduction in Recurring Issues (Measurable impact of proactive fixes)
- Operational Efficiency Gains (Throughput per agent/process)
Qualifications
Required Experience
- Professional Tenure: Minimum of 5 years in customer service or support operations.
- Leadership Track Record: At least 2 years of direct team management experience.
- High-Availability Operations: Proven experience managing 24/7 support environments.
Core Competencies
- Process Mastery: Strong operational and workflow management skills.
- Analytical Problem-Solving: Ability to translate individual complaints into broader systemic improvements.
- User-Centric Mindset: A relentless focus on the end-user experience and retention.
- Leadership & Communication: Exceptional ability to lead teams and influence cross-functional stakeholders.
Preferred Qualifications
- Industry Background: Experience in iGaming, Fintech, or high-transaction digital platforms.
- Technical Familiarity: Understanding of KYC, payment gateway flows, and risk mitigation processes.
- System Proficiency: Hands-on experience with modern CRM or specialized customer support software.
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