24-Hour HR Process Outsourcing Inc. Project Manager

Project Manager

24-Hour HR Process Outsourcing Inc.

₱60-65K[Monthly]

Remote5-10 Yrs ExpBachelorFull-time

Remote Details

Open Country：Philippines

Language Requirements：English

This remote job is open to candidates in specific countries. Please confirm if you want to continue despite potential location restrictions

Job Description

Description

Leads, mentors, and manages a team of customer support team leads and engineers, fostering a culture of excellence and professional growth.
Develops team capabilities through training, coaching, and ongoing professional development initiatives.
Conducts regular performance evaluations, provides constructive feedback, and creates comprehensive development plans.
Oversees support service delivery, ensuring adherence to SLAs and high customer satisfaction levels.
Manages high-priority customer escalations, ensuring timely resolution with clear and proactive customer communication.
Partners with support tiers, product development, and engineering teams for effective escalation and resolution of customer issues.
Collaborates with sales and customer success teams to align support activities with customer needs and business goals.
Provides strategic feedback to internal stakeholders for product enhancements and process optimizations.
Develops robust escalation management processes to handle critical customer issues efficiently.
Coordinates with global support teams for consistent and effective resolution of escalations across regions.
Maintains transparent communication with customers and internal stakeholders during escalations to ensure satisfaction.
Contributes to the creation, maintenance, and enhancement of a comprehensive knowledge base for technical knowledge and SOPs.
Encourages knowledge sharing and continuous learning within the support team to improve efficiency and effectiveness.
Supports initiatives to optimize the knowledge management system for better accessibility and usability.
Analyzes and reports on case trends and metrics to identify improvement opportunities and drive operational excellence.
Oversees case assignments and team availability to meet workload demands and SLA targets effectively.
Leads escalation of key cases across departments to ensure prompt and effective resolution.

Requirements

7–10 years of lead technical support experience, including resolution of incidents from low to critical levels and conducting root cause analysis
Strong knowledge of cryptography and PKI solutions is a must
Bachelor’s degree in Computer Science, Information Technology, or a related field; or equivalent experience
Strong experience in customer support, leading senior technical teams and junior support leaders
Proven ability to manage complex projects and multiple priorities
Proven ability to manage global teams and complex support operations
Strong analytical skills and experience with support metrics and data analysis
Strategic thinking and ability to drive continuous improvement
Excellent leadership and decision-making skills
Ability to manage escalations effectively and maintain customer satisfaction
Advanced knowledge of IT service management principles and frameworks such as ITIL and NIST
Professional or technical certifications such as Certified Support Professional (CSP), Customer Service Manager (CSM), ITIL Foundation, or Security+ are desirable