Head of Customer Support Operations

🔥 0 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🔴 Lead

💝 Customer Support

👻 Ghost score 12%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

ZigZag Offshoring

WebsiteLinkedInAll Job Openings

501 - 1000 employees

👥 HR Tech

🎯 Recruiter

🏢 Enterprise

HR Tech • Recruitment • Enterprise

ZigZag Offshoring is a company that provides offshoring services to businesses, facilitating the hiring and management of staff across different roles and industries. It is based in Manila, Philippines, and emphasizes data privacy and consent in its recruitment processes. ZigZag Offshoring offers a variety of job opportunities, including positions for developers, customer service representatives, HR admins, and more, often with flexible or remote working options. The company collects and processes personal data as part of the recruitment process, adhering to applicable data privacy laws and regulations.

📋 Description

• Manage the day-to-day operation and performance of customer service teams delivered through BPO partners • Coordinate staffing, reporting, quality monitoring, training, recruitment, escalations, performance management and operational improvements across offshore teams • Act as the main point of contact for BPO customer service partners • Build working relationships with BPO managers and team leaders • Communicate business updates, process changes and customer service requirements • Monitor service levels, responsibilities, performance, service quality and capacity • Oversee daily performance of outsourced customer service teams across phone, email, chat and other support channels • Ensure enquiries are handled within agreed response times and complex issues are appropriately referred • Work with BPO team leaders and the Australian team to resolve customer and operational issues • Track response times, enquiries handled, customer satisfaction, response quality, unresolved enquiries, service levels, attendance and availability • Review performance reports, conduct customer interaction checks, provide feedback, and agree coaching, training or corrective actions • Prepare performance reports for management • Support training for new products, services, systems and processes • Keep customer service procedures and information documents up to date • Oversee complaints, claims and difficult enquiries; investigate issues and identify recurring causes • Escalate significant customer, legal or business risks to the Australian management team • Maintain communication with BPO partners, Australian management and other departments • Plan staffing and capacity for demand, busy periods, public holidays and unexpected increases • Recommend and implement process, system and customer communication improvements • Follow up on improvements to ensure expected results are delivered

🎯 Requirements

• A bachelor’s degree in business, management, communications or a related area is preferred • Relevant customer service, outsourcing or leadership experience may be considered in place of a degree • At least five years’ experience in customer service, customer support or contact centre operations • At least three years’ experience managing or supervising customer service teams • Experience working with BPO or outsourced service providers • Experience managing service delivery across more than one team or location • Good understanding of customer service standards, service levels and performance measures • Strong problem-solving and decision-making skills • Ability to review reports, identify trends and take appropriate action • Strong organisation and time-management skills • Ability to manage several priorities while meeting deadlines • Experience coaching, training and supporting team leaders • Good understanding of performance management • Comfortable using customer service systems, reporting tools and Microsoft Office or similar software • Willingness to work with the Australian business during agreed Australian business hours when required • Clear and confident spoken and written English • Able to explain information in a simple and practical way • Strong listening and people skills • Able to communicate effectively with BPO managers, team leaders, internal teams and senior management • Comfortable preparing clear reports, emails and presentations • Able to remain calm and professional when dealing with difficult situations • Able to build good working relationships with people from different backgrounds and organisations

🏖️ Benefits

• Diverse, inclusive, and equitable workplace • Environment where everyone is valued and empowered to thrive