Manager, Customer Support (Manila)
ABOUT PAYSCALE
Payscale is the original compensation innovator for organizations who want to scale their business with pay and transform their largest investment into their greatest advantage. With decades of innovation in sourcing reputable data and developing AI-powered tools, Payscale delivers actionable insights that turn pay from a cost to a catalyst. Its suite of solutions — Payfactors, Marketpay, and Paycycle — empower top companies in the U.S. and businesses like Cintas, ZoomInfo, Chipotle, Brookdale Senior Living, Ohio State University, American Airlines, and TJX Companies.
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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 cultur...