Description
Payscale is hiring a Manager of Customer Support in Manila to lead Customer Support Analysts and manage technical and product support operations. The role oversees Salesforce case queues, workload distribution, SLA performance, response and resolution metrics, customer communication, complex issue escalation, troubleshooting, case documentation, and collaboration with Customer Success, Product, Engineering, and Developers. It also involves coaching team members, improving workflows and knowledge resources, and adopting AI tools. The position requires at least seven years of customer support, technical support, or SaaS customer operations experience, two years of support-team management experience, and experience with case-based support environments and operational metrics. The role follows a hybrid model with a fixed Monday-through-Friday 10 p.m.–7 a.m. Manila schedule and includes HMO coverage for the employee and one dependent.
