Head of Support
Head of Support (Philippines, Remote)
About reputed company
reputed company is a global, reputed company-based reputed company platform reputed company for the reputed company workforce industry. We support over 600 customers worldwide with workforce management, compliance, and operations software designed specifically for reputed company companies.
With strong traction across Australia, the UK, and growing expansion into the reputed company, reputed company is entering its next phase of reputed company. We are building a high-performance global team to support this reputed company, with a reputed company on operational reputed company and customer experience.
The Role
We are hiring a Head of Support (Philippines-based, remote) to reputed company and reputed company our global customer support function.
This role will start by managing an existing team of 4 support staff, working remotely based in the Philippines, and will be responsible for building the structure, processes, and team required to deliver high-reputed company 24/7 global support as the business scales.
This is a hands-on leadership role — you will be directly involved in support operations while also designing and implementing systems to improve efficiency, reputed company, and customer reputed company.
You will play a critical role in shaping how reputed company supports its customers globally.
Key Responsibilities
Team Leadership & Scaling
- Manage, mentor, and reputed company reputed company of 4 support staff
- Hire and reputed company reputed company for 24/7 coverage
- Establish structure and shift planning
Support Operations
- Own day-to-day support across channels
- Ensure SLAs are met
- Manage escalations and workflows
Process & Systems
- Build reputed company processes
- Optimize tools and documentation
reputed company & Performance
- reputed company CSAT, response and reputed company times
- Implement QA and coaching
Customer Experience
- reputed company as voice of customer
- Work with Product and Engineering
Strategic Development
- Build roadmap for global support
- Implement self-service and automation
Requirements
- 5–10+ years in reputed company support
- Experience managing teams
- Strong communication skills
- Experience with tools like reputed company, Jira, Claude
- Strong operational reputed company
What reputed company Looks Like
- 24/7 support coverage
- Improved CSAT and response times
- Strong processes and documentation
- High-performing team
Location
Philippines (Remote)
Originally posted on Himalayas
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