Customer Support Manager

Your Role:

We are seeking a Technical Support Manager to join our North America technical support team in Manila! This role will be part of the team supporting global customers. If you have an application support background, experience in providing exceptional customer and channel partner support, and want an opportunity to be on the front line of a rapidly growing company, you will love working in an energetic organization, where we focus on developing talents and passion to help our customers achieve greater heights.

This position is responsible for managing a team of technical support professionals. As the successful candidate, you will manage staff development through regular feedback, monitoring, and appraisals, as well as the day-to-day duties of each team member; ensuring that each customer interaction exceeds customer and company expectations.

Your Impact:

• Coach and guide team members through a defined performance management process.
• Manage all incoming and outgoing customer contacts to ensure quality standards are exceeded.
• Responsible for developing and tracking individual training and professional development plans.
• Responsible for developing corrective improvement plans based on customer arrival patterns and ensuring all service levels are met or exceeded.
• Continuously review all processes to ensure we are leveraging the most efficient way to do business.
• Contact point for internal and external customer requests for escalation.
• Assist with the development of priorities, objectives, and strategies to achieve business goals.

Your Experience:

• BS. in Computer Science or equivalent experience.
• Minimum of 5-7 years of applicable software support experience.
• Minimum of 3-5 years of applicable managerial experience in a high-contact or specialized support environment.
• Excellent customer service skills.
• Advanced proficiency with Microsoft Word, Excel, and PowerPoint.
• Must have excellent written and spoken English.
• Proven ability to do the following:
  • Build and motivate a team of highly trained support professionals.
  • Analyze, understand, and respond to daily support metrics.
  • Adjust and change course rapidly.
  • Provide expertise and implement best practices.
  • Adapt to changing business issues and requirements.
  • Recognize top talent and retain current top performers.
• Work and communicate with offsite Geo managers to ensure a consistent approach to support team processes and practices.
• Have extremely strong ability to communicate cross-functionally between sales, renewal, customer success managers, and engineering teams at all levels.
• The manager needs to be very approachable and have the people skills to reach both internal engineers and customers.
• Be part of the Follow-by-the-Sun Global technical support team located across the globe. This role is based in BGC, Manila, and operates during regular North America work hours.
• Willing to work on weekends and public holidays on a rotational basis.