Total 2 affairs manager job vacancies in Customer Service category in The Philippines

We are seeking an experienced and data-driven Support Manager to lead our team of support agents. The ideal candidate will have exceptional people management skills and the ability to analyse support data, identify key drivers, and formulate strategic plans to reduce support volumes.

This role is highly focused on analytics, with a requirement to report key metrics and insights to the business on a weekly basis. We're looking for someone with an analytical mind who uses data to optimise processes and is familiar with building continuous improvement processes.

The successful candidate must have a minimum of 7 years management experience in a SaaS environment, and must be proficient in using the Intercom chat platform.

Key Responsibilities:

• Data Analysis & Reporting: Regularly analyse support data to identify patterns, root causes, and key drivers of customer inquiries. Develop reports outlining key metrics, including ticket volumes, response times, customer satisfaction, and resolution rates.
• Strategic Planning: Formulate and implement strategies to reduce ticket volumes, improve resolution times, and increase customer satisfaction, leveraging data-driven insights.
• Performance Metrics: Report weekly to the business on key performance indicators (KPIs), highlighting trends, actionable insights, and proposed initiatives to enhance the customer support function.
• Process Improvement: Continuously identify opportunities to improve support processes, workflows, and tools, with a focus on optimising efficiency and customer outcomes.
• Team Leadership: Manage and mentor a team of support agents, ensuring high levels of performance, engagement, and professional development. You will also be heavily involved in the ongoing global recruitment of support agents.
• Intercom Management: Oversee the configuration, optimisation, and use of Intercom as the primary chat platform, ensuring the team is fully equipped to manage and resolve customer inquiries efficiently.
• Collaboration: Work closely with cross-functional teams, including product, engineering, and customer success, to ensure seamless communication, escalation management and issue resolution.

Qualifications and Experience:

• Minimum of 7 years of experience in customer service management, with at least 3 years in a leadership role in a Saas environment.
• Exceptional people management skills, with a focus on developing high-performing teams.
• Experience in reporting and presenting to senior leadership, including the ability to formulate and communicate strategic recommendations based on data.
• A results-oriented mindset with the ability to balance customer satisfaction with operational efficiency.
• Proven track record in data analysis, including the ability to interpret support ticketing data and provide actionable insights.
• Strong experience with Intercom (preferred) or similar chat support systems.
• Excellent written and verbal communication skills.

This role offers a unique opportunity to lead a dynamic support team and have a direct impact on customer satisfaction and operational efficiency. If you are an analytical, results-driven leader with a passion for people management, we’d love to hear from you!

About the job

We are looking for a PH-based full-time, dedicated, and passionate Customer Success Manager to join our growing team. This would be a role catering to the North American region whereby the prospective candidate would be required to work US hours.

You will own the client relationships during and after onboarding with a strong focus on relationship management. To do this you will ideally have empathy for people, can explain concepts clearly and concisely via phone, video calls, emails, and are tech-savvy. You will be measured on how successful and healthy your customers are, based on Product Usage Metrics, Net Revenue Retention, and Churn Rate.

Lastly, ShiftCare is a company that is remote in its DNA. Our headquarters are in Sydney, Australia, but 80%+ of our team is remote. This role will be remote (you can work from home) but you must be able to work Australian Eastern Standard time hours

Description

At ShiftCare, our Customer Success Managers are essential to onboarding new customers, assessing the health of our clients, leading personal conversations around driving seat expansion, positioning and personally closing upgrade opportunities.This role is perfect for a strategic thinker with a passion for relationship management, efficiency, and exceptional service.

Day in the Life

• Be an expert in ShiftCare, so you can train users and answer their questions
• Keep track of client activity, notes, and next steps clearly inside of HubSpot and ChurnZero
• Maintain a portfolio of clients and conduct regular check-ins in line with set KPIs
• Create content, including webinars, videos, training, check-in articles, documents, email templates, and other resources that make it easier for clients to grasp complex concepts
• Pro-actively analyse customer product usage and evaluate account health, identifying growth and expansion opportunities, translating insights into actionable strategies
• Translate customer data into appropriate actions
• Coordinate resources to drive feature adoption
• Conduct regular check-ins and reviews, proactively identifying opportunities to increase product usage and value
• Effectively communicate customer feedback to ShiftCare Product team
• Cross-department collaboration, including but not limited to Support, Sales, Product, and Marketing
• Escalate issues as needed. Have judgment on what is user error, poor training, bugs in the product, and feature request
• Use data and what you discover from client interactions to identify growth and expansion opportunities
• Work closely with the Operations team to drive growth for clients who want to expand
• Introduce clients to features that are not yet used or newly released
• Work closely with the head of CS to develop and prioritise a list of key and strategic process improvement projects and initiatives for the Customer Success team, aimed at increasing core KPIs, team efficiency, and customer satisfaction
• Champion software and constantly evaluate usage to make sure our customers are fully utilising product features

Who You Are

• 1-2 years of relevant experience in a related area, such as Customer Onboarding, Customer Success or Account Management
• Minimum of 1-year experience working in a Customer Success role at a SaaS company
• Experience with working with customer data to identify and follow up with customers who are high priority, at-risk or need to grow
• Experience in conducting a EBRs and account reviews
• Empathetic to customer needs, and serve as a trusted adviser
• Be hungry, quick to learn, and quicker to execute
• Be a good communicator, both verbal and written. Able to explain concepts clearly and concisely
• Have a long-term vision of working and growing with a successful start-up and stay with the team for at least 2 to 4 years
• Detail-oriented. Keeping track of notes in our CRM is a must
• Must have a high-speed and stable primary and backup internet connection (at least 10 Mbps). Please note that we will require you to submit a document showing a screenshot of your speed test results
  

Nice to Have

• Startup experience of 1 to 3 years
• Team Lead experience of 1-2 years
• Knowledge in building out CS processes via platforms such as HubSpot, Intercom, ChurnZero

Why Join ShiftCare?

• Fast-track Growth:
• Experience quick career advancement in our growth-oriented environment, ensuring your potential is recognised and rewarded
• Job Security:
• Rest easy with stable ownership and meticulous team growth management, building your career on a foundation of stability and forward-thinking
• Professional Development Opportunities:
• Access various training programs, online courses, workshops, and coaching sessions for continuous professional and personal growth

At Shiftcare, we prioritise creating a workplace where employees can thrive both professionally and personally.

If you are a driven and experienced Customer Success Manager with a passion for health-tech and want an opportunity to be immersed in career defining work, we encourage you to apply