Head of Customer Care (Philippines)

About the Company

Skyro is a fast-growing fintech company based in the National Capital Region, Philippines. Our mission is to transform the financial services landscape in the Philippines by offering fair and accessible digital financial products. We aim to provide user-friendly lending solutions and superior customer service to all sections of society, promoting financial inclusion and literacy. Founded in 2022 by a team of visionaries, we have the expertise and resources to build best-in-class consumer-centric fintech products.

Backed by Breeze Ventures, a global fintech company based in Bahrain, our Philippine operations are powered by Advanced Finance Solutions, Inc. and Skyro Lending, Inc., both registered with the Philippine SEC. As we continue to expand, our team members will have the opportunity to contribute their expertise and talents to a promising international company. Join us on our journey to build a sustainable business and make a difference in the lives of millions of customers.

Qualifications

• [8+] years in customer support or customer operations, including [4+] years leading large, multi-layer organizations (100+ people) through managers and team leads
• Proven track record of driving measurable change in contact center effectiveness, efficiency, and customer experience, not just maintaining operations
• Strong banking customer service and product knowledge (retail banking, lending, payments, or similar), with a clear understanding of how financial products shape customer needs and contact drivers
• AI-first mindset: hands-on experience applying automation, chatbots, and AI-assisted tools to transform support operations
• Data-driven decision maker, comfortable setting targets and cost and productivity models, and accountable for delivering results against them
• Experience owning quality of service and CSAT at scale, including leading a QA function and acting on its insights to drive process change
• Experience in regulated customer service, including official complaints handling, service compliance, and working with compliance teams and regulators
• Experience owning a Voice of Customer program and influencing Product and business priorities with data
• Experience managing escalations and incident management at an organizational level
• Ability to work with local leadership and a global function lead, applying global standards in a local context
• Excellent English communication skills
• Bachelor's degree or equivalent experience

Responsibilities

• Drive Customer Care effectiveness and efficiency: contact reduction, automation, productivity, and cost-to-serve
• Improve customer experience within Customer Care across channels: service quality, resolution speed, and consistency
• Improve customer experience in the product by turning customer insights into concrete product and process changes, and working with Product to remove root causes of contacts
• Build and execute an AI-first Customer Care strategy that scales service quality while lowering cost
• Lead the in-house Customer Care in the Philippines (100+ people) across B2C, B2B, and social media support, including frontline (Tier 1) and back-office (Tier 2)
• Set targets, track results, and hold direct reports accountable for measurable outcomes in SLAs, CSAT, first contact resolution, resolution time, and backlog
• Own quality of service (QA and CSAT results), leading the QA Manager and holding the function accountable for quality targets and continuous improvement
• Own official complaints handling and its regulatory outcomes, ensuring compliance with applicable Philippine regulatory requirements [specific requirements to be confirmed by Skyro Legal/Compliance]
• Own productivity, capacity, and cost through the operations and workforce planning functions, including budget and operational reporting
• Own the escalation and incident management framework, including customer communication during incidents
• Own the Voice of Customer program and its delivery of insights to Product and business leadership
• Build and develop the leadership team and talent pipeline: hiring, onboarding, training, and career paths