Support Operations Manager Job at Snappr (Metro Manila)

Job Description

As the Customer Success Manager, you will own and grow Snappr's full customer support function, covering both our Consumer (PAYG) and Enterprise customers. You will be challenged to manage and grow a team of Team Leads and Specialists who deliver responsive, efficient, and empathetic support across both businesses, with the operational rigor to meet PAYG volume and the white-glove standard that Enterprise customers expect. You'll be trusted to protect Snappr's reputation by handling escalations, drive repeat bookings by building a world-class Resolution Center, and aggressively deploy AI to make the team faster, leaner, and more effective. Your impact on giving every customer, consumer and enterprise an incredible experience will be the lifeblood that powers Snappr's growth.

Job Responsibility

Own end-to-end customer support across both Consumer and Enterprise
Aggressively explore, test, and deploy AI to make support more efficient
Analyze the team's productivity and quality, identify bottlenecks, and execute solutions to improve resolution times and CSAT across both Consumer and Enterprise
Utilize data to understand agent behavior and surface areas for improvement in our support processes
Maximize agent productivity with a mix of training, AI tooling, and process improvements
Partner closely with Product, Engineering, Workforce Management, and Knowledge Management to launch and operationalize improvements
Understand the vision and strategy for the team and get all members pumped and aligned to power Snappr's growth
Recruit, train, and manage a team of Customer Success Specialists and Team Leads
Develop and optimize processes by breaking projects into actionable steps
Hustle - take ownership of Snappr's growth and do whatever it takes to get the job done

Requirements

5+ years of experience in customer support, customer success, or operations management, with at least 2 years in a leadership role managing teams of 20+
Hands-on experience using AI in a support or operations context, not just familiarity, but having actually deployed AI tools (LLM-assisted replies, AI triage, AI QA, automation, etc.) to improve a real operational metric
Extensive experience with data analytics
Demonstrated ability to lead initiatives and projects end-to-end, balancing strategic vision with hands-on execution
Excellent communication and stakeholder management skills, with experience working cross-functionally across Product, Engineering, and Operations
Proficiency in BI tools with a focus on building dashboards for KPI reporting (CSAT, resolution time, productivity, quality)
Fluency in written and spoken English
A "let's get it done" mindset
Should be willing to report 100% onsite in Ortigas.

What we offer

Competitive Pay
Transportation allowance provided
Health Insurance (Day 1 HMO w/ dependents)
Free daily meals
Paid Time Off
Company Equity

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