WFH | CUSTOMER SUPPORT & EXPERIENCE MANAGER | Experience in Account Management supporting HR Software Solutions | US TIME ZONE

POSITION PURPOSE

The Manager, Customer Support & Experience , manages a Manila team of support representatives who provide technical assistance to customers using the C ompany's HR software , and a local team of Customer Success Representatives focused on contract retention and renewal efforts for cl ients with low annual recurring revenue (ARR) . This manager is responsible for ensuring the Support team's efficiency, quality of responses and exceptional customer service , and the Customer Success team 's effectiveness in increasing net recurring revenue .

This role is a ccountable for the day - to- day execution, quality, and continued evolution of customer support experience, with a strong emphasis on operational excellence, team leadership, and

customer empathy. This role owns the end - to- end customer experience across support and contract renewal interactions.

EDUCATION & EXPERIENCE

• Bachelor's degree in business, management or a technica...