Customer Support & Experience Manager

The role leads the Manila-based Support team providing technical assistance to customers using the Company’s HR software, as well as the local Customer Success team focused on contract retention and renewal for clients with lower annual recurring revenue (ARR).

This role is responsible for ensuring the Support team’s operational efficiency, quality and timeliness of responses, and delivery of exceptional customer service, while driving the Customer Success team’s effectiveness in improving retention and increasing net recurring revenue.

The Manager is accountable for the day-to-day execution, quality, and continuous improvement of the Company’s customer support and experience function, with a strong emphasis on operational excellence, people leadership, and customer empathy. This role owns the end-to-end customer experience across both technical support and contract renewal touchpoints.

Qualifications

• Bachelor’s degree inBusiness, Managemen...