Customer Support Team Manager - Manila
Manila Full-time
About HubSupport
HubSupport provides high-quality, round-the-clock customer support to a diverse portfolio of online platforms. We pride ourselves on delivering reliable, empathetic, and efficient assistance that keeps our users engaged and supported — no matter where they are in the world.
Role Overview
We are looking for a skilled Customer Support Team Manager to lead and grow our remote support team based in the Philippines. This role replaces a previous team lead but comes with a forward-looking remit to build, expand and mature a fully PH-based support operation.You will ensure seamless day-to-day performance, maintain high service standards, and drive continuous improvement across processes.
Key Responsibilities- Lead a team of 7–10 remote Customer Support Representatives
- Hire, onboard, and mentor new agents in collaboration with internal stakeholders
- Provide ongoing coaching, support, and structured feedback to team members
- Monitor and evaluate team KPIs using internal QA tools
- Build and manage the support schedule to ensure 24/7 coverage
- Handle escalated customer cases using Zendesk and proprietary systems
- Maintain and improve Zendesk macros, workflows, and documentation
- Consolidate weekly agent reports and present leadership summaries
- Manage Zendesk ticket queues (no voice support)
- Moderate user-generated content including images
- Oversee review moderation and flagged report assessments
- Based in the Philippines, with the right to work
- 7+ years of experience in customer support
- Proven team leadership or supervisory experience
- Proficient in Zendesk and similar support platforms
- Experience leading remote teams
- Able to manage and moderate content from online communities
- Excellent written and verbal English communication skills
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