Job Description
Ovii's Interpretation of the Role
The Customer Support Manager will build and lead a Manila‑based regional support team for Cube’s Oden SaaS product. The role combines people leadership, operational excellence, and cross‑functional collaboration to deliver high‑quality service to enterprise customers worldwide.
Role Snapshot
- Lead regional customer support team
- Set and monitor SLA & performance metrics
- Drive continuous process and tooling improvements
- Manage escalations and executive communications
- Develop and mentor support specialists
Must-Have Requirements
- People leadership
- Enterprise ticketing platforms (Salesforce Service Cloud, Zendesk, Freshdesk)
- Knowledge‑base and collaboration tools (Jira, Confluence, Microsoft Teams)
- SLA & queue management
- Cross‑functional collaboration
- technical customer support in enterprise SaaS
- support team leadership
Nice-to-Have Signals
- AI‑driven support automation
- RegTech / compliance domain knowledge
- RegTech or highly regulated industry experience
Work Setup
- Location: Manila, Philippines
- Work mode: HYBRID
- Remote scope: UNSPECIFIED
- Employment type: Full-Time
Eligibility Gates
- Visa sponsorship: unknown
Not Specified in JD
- Visa sponsorship
- Salary range
- Remote eligibility
What You'll Likely Work On
- Oversee day‑to‑day operations of the regional support function, ensuring consistent, high‑quality service delivery
- Recruit, onboard, coach, and grow a high‑performing team of Support Specialists
- Establish service standards, monitor KPIs, and implement data‑driven process improvements
- Lead the adoption of AI‑enabled support tools to boost efficiency and self‑service
- Manage escalations and communicate with senior stakeholders and executives
- Build and maintain a comprehensive product knowledge base for Oden
- Partner with Engineering and Product to translate customer feedback into actionable improvements
- Foster a collaborative, accountable, and customer‑focused team culture
Good Fit If You Have
- Strong stakeholder management and executive communication skills
- Track record of scaling support processes in fast‑growth environments
- Experience building cross‑functional relationships to improve customer outcomes
Skills
- People leadership & team development
- Enterprise ticketing platforms (e.g., Salesforce Service Cloud, Zendesk, Freshdesk)
- Knowledge‑base & collaboration tools (Jira, Confluence, Teams)
- SLA management, queue scheduling, quality assurance
- Cross‑functional collaboration with Engineering, Product, and Customer Success
- AI‑driven support automation (preferred)
- RegTech / compliance domain knowledge (preferred)