Work Set-up: Hybrid
Work Schedule : Night Shift
Work Location : BGC, Taguig
Responsibilities:
- Own the daily management of the client case queue across all priority levels — ensuring cases are resolved in a timely, thorough, and customized fashion
- Manage day-to-day performance, coverage scheduling, and quality standards for the offshore Client Support team
- Serve as the escalation point of contact and liaison between Commercial, Product, and Tech for complex or cross-functional cases
- Ensure case records are completed accurately to support stronger reporting and trend analysis
- Own the monthly Client Support Desk Review, compiling case volume, CSAT, and resolution time trends into a leadership-ready report
- Manage the troubleshooting and resolution of technical issues, maintaining clear communication with internal teams and the client throughout
- Partner with Product and Tech to develop scalable solutions based on patterns in recurring client inquiries
- Continuously review and improve client SLAs, response processes, and CSAT outcomes
- Audit current procedures and reporting to identify system improvements that increase operational efficiency and shorten case lifecycles
Client Engagement and Commercial Impact:
- Communicate with clients via email and phone, providing high-quality, expert-level support
- Proactively identify client visit opportunities from the case queue for the CS team
- Create client outreach templates and data dispatches that drive platform engagement
- Identify and build client training series hosted by the CS team to accelerate adoption
- Position Client Support as the single channel for inbound client inquiries — streamlining operations across teams and freeing CS to engage clients more proactively
- Own client adoption of the Client Admin Portal — driving migration of manual requests to self- service and reporting adoption trends
- Serve as the primary liaison with Product and Tech on Client Admin Portal enhancements, prioritizing the roadmap based on case queue patterns and client feedback
- Reduce time Customer Success Managers spend on case handling by fully absorbing inbound inquiry volume into Client Support, freeing CSMs to focus on relationship and expansion work
Qualifications:
- 6+ years in client support, customer success, or client services — with at least 3 years
managing a team
- Experience leading support operations in a complex, data-intensive environment where answer quality matters more than speed — financial data, SaaS platforms, research services, or capital markets technology preferred
- Demonstrated ability to improve CSAT, reduce resolution times, and scale support operations without sacrificing quality
- Strong data fluency — comfortable pulling support metrics, building reports, identifying trends, and presenting findings clearly to leadership
- Excellent written and verbal communication skills across audiences from end users to senior stakeholders
- Experience managing distributed or offshore team members; specific history of retaining and growing talent to address complex and product related inquiries
- Familiarity with Salesforce or equivalent case management systems
- Background in commercial real estate, financial data, or institutional SaaS
