Manager, Customer Support (Manila)

Responsibilities

• Team Leadership & Development
• Hire, onboard, and develop a high-performing team of Customer Support Analysts.
• Provide regular coaching, mentorship, and performance feedback to support team growth and development.
• Conduct 1:1 meetings, performance reviews, and career development planning.
• Foster a collaborative, customer-focused culture that prioritizes accountability and continuous improvement.
• Ensure the team is equipped with the knowledge, training, and tools needed to support customers effectively.
• As a member of the Support Leadership Team, collaborate with fellow Support Team Managers to help drive Support Team direction and strategy.
• Support Operations Management
• Oversee daily support operations including Salesforce case queues, workload distribution, and SLA performance.
• Monitor and manage key support metrics such as response time, resolution time, backlog health and response SLA adherence, and CSAT.
• Ensure timely and accurate case resolution while maintaining a high standard of customer communication.
• Identify patterns or trends in support issues and escalate systemic problems appropriately.
• Customer Issue Resolution & Escalation
• Act as an escalation point for complex or high-impact customer issues. Expectation that Manager of Support gains deep technical knowledge of the Payscale platform to act as point of escalation.
• Guide the team in troubleshooting product issues and identifying root causes.
• Ensure clear and professional communication with customers throughout the case lifecycle.
• Partner with Engineering and Product teams to resolve complex technical issues and drive long-term solutions.
• Drive adoption of AI tools (AI chatbot, AI agents for case resolution, etc) to help drive efficiency and scale in case handling
• Support Delivery & Case Management
• Ensure that all customer case work is appropriately received and handled by the team members, while also focusing on delivery of timely and accurate solutions to customer support requests.
• Oversee investigation of customer issues, coordinating with internal resources when solutions are not immediately available.
• Maintain high-quality case documentation, ensuring all interactions, troubleshooting steps, and resolutions are properly recorded.
• Cross-Functional Collaboration
• Work closely with Customer Success Managers, Product Managers, Engineers, and Developers to resolve issues and improve the customer experience.
• Provide insights from support interactions to inform product improvements and roadmap decisions.
• Collaborate with internal teams to reduce friction in the customer experience.
• Process & Continuous Improvement
• Identify opportunities to improve support workflows, tools, documentation, and knowledge sharing. Focus on using AI to help support the team delivering excellent customer outcomes more efficiently.
• Support the development of internal documentation and knowledge resources to increase team efficiency.
• Help scale support operations through process improvements, automation, and better knowledge management.

Requirements

• 7+ years of experience in customer support, technical support, or SaaS customer operations.
• 2+ years of experience managing or leading support teams.
• Experience managing case-based support environments and operational metrics.
• Experience in the HR and Compensation space is a plus.
• Strong leadership, c

Benefits

Additional Information

About Payscale Payscale is the original compensation innovator for organizations who want to scale their business with pay and transform their largest investment into their greatest advantage. With decades of innovation in sourcing reputable data and developing AI-powered tools, Payscale delivers actionable insights that turn pay from a cost to a catalyst. Its suite of solutions - Payfactors, Marketpay, and Paycycle - empower top companies in the U.S. and businesses like Cintas, Leidos, Chipotle, Brookdale Senior Living, Ohio State University, American Airlines, and TJX Companies. Create confidence in your compensation. Payscale. To learn more, visit www.payscale.com . What We Do The Payscale Customer Support team ensures customers receive maximum value from Payscale products by removing barriers to adoption and resolving technical issues quickly and effectively. The team serves as a bridge between customers and internal teams-including Engineering, Product, and Customer Success-to resolve issues in the moment and continuously improve the product experience over time. What You Do As the Manager of Customer Support , you will lead a team of Customer Support Analysts responsible for delivering high-quality technical and product support to Payscale customers. You will oversee daily support operations, coach and develop team members, and ensure customer issues are resolved quickly and accurately. This role requires a balance of people leadership, operational management, and hands-on product expertise to ensure the team delivers an exceptional customer support experience.

Your Match

How well this role fits your profile.

Company Intel

What employees say

Worked at payscale? Share your experience