Manager, Customer Support (Manila)

Job description

ABOUT PAYSCALE Payscale is the pioneer of compensation intelligence, helping organizations make smarter pay decisions that drive business performance. For more than 20 years, Payscale has combined trusted market data with AI-powered technology to deliver actionable insights that turn pay from a cost into a catalyst for growth. The Payscale Intelligence Cloud portfolio of solutions — Ascent, JobNav, and Paycycle — empower top companies and businesses like Cintas, Leidos, Chipotle, Ohio State University, and TJX Companies. Create confidence in your compensation. Payscale. To learn more, visit www.payscale.com http://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. 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. Qualifications Experience - 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. Skills - Strong leadership, coaching, and team development skills. - Excellent problem-solving and analytical abilities. - Strong organizational skills with the ability to manage multiple priorities. - Ability to troubleshoot technical or product-related issues. - Excellent written and verbal communication skills. Technical & Tools Experience - Experience working with support platforms such as Salesforce or similar case management systems. - Familiarity with collaboration tools such as Slack. - Ability to quickly learn and master complex SaaS products such as Payscale’s Marketpay, Payfactors, and Paycycle platforms. Location Payscale Manila has an employee centric hybrid model that provides you the flexibility to do your best work in a space that supports you, while also finding time to collaborate in person in our office for the moments that matter. In our hybrid model, employees can work from the location that works best for them when our team is not scheduled to be in the office. When you work from home, we recommend ensuring that you can meet the following technology, equipment and workspace requirements: - High-Speed Internet - A stable broadband or fiber connection (satellite is highly discouraged) with a minimum speed of 100 Mbps in a dedicated workspace that has a reliable Wi-Fi signal. - Device for Multifactor Authentication (MFA/2FA) - smartphone, tablet, etc. Payscale has employees across the US, Canada, UK, The Philippines and Romania however we are currently unable to hire in the Quebec Province, Northern Ireland, and Hawaii. Benefits and Perks All around awesome culture where together we strive to live our 5 values: - Data informed decision making. - Customer first. Always. - Succeed together. - Relentless about results. Obsessed with excellence. - Lead the change. Shape the standard. An open and inclusive environment where you’ll learn and grow through programs and resources like: - Monthly company All Hands meetings - Regular opportunities for executive leadership exposure through things like AMAs - Access to continued learning & development opportunities - Our commitment to a continuous feedback culture which allows us to drive performance and career growth - A growing network of Employee Resource Groups - Company sponsored volunteer hours - And more! Our more standard benefits - Paid Philippine Regular holidays + 1 additional Payscale holiday (Global Mental Health Day) - 15 paid days of additional leave, credited up front upon regularization and refreshed annually. Unused leave are monetized. - HMO coverage +1 dependent - Fixed work schedule, Monday through Friday 10pm-7am Manila Equal Opportunity Employer: We embrace equal employment opportunity. Payscale is committed to a policy of equal employment opportunity for all applicants and employees. It is our policy that employees will not be subjected to unlawful discrimination on the basis of race, color, religion, sex, age, national origin, or ancestry, physical or mental disability, veteran or military status, marital status, sexual orientation, political ideology, and any other basis protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including but not limited to: recruitment, hiring, transfers, promotions, training, discipline, termination, compensation and benefits, performance appraisals, education, and social and recreational programs. We know the confidence gap https://www.theatlantic.com/magazine/archive/2014/05/the-confidence-gap/359815/ and imposter syndrome https://fortune.com/2024/06/21/high-functioning-achievers-imposter-syndrome-career-ladder/ can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you. If you have a disability or impairment and need assistance with the application process, please email recruiting@payscale.com for support. Fraud Alert: Payscale values security and privacy. During your job application and interview process, we will never ask for your personal banking or financial information, social security number, or other sensitive information, if you are unsure if a message is from Payscale, please email recruiting@payscale.com