Manager, Customer Success - Remote Operations

Overview

ShiftCare is seeking an experienced and proactive Manager of Customer Success – Remote Operations to lead and support our growing team of Customer Success Managers and Associates based in the Philippines. This role is integral to ensuring consistent day-to-day delivery of service, coaching, and execution across our high-volume customer accounts. The successful candidate will also play a key role in transitioning our remote team to a hybrid work model and will be instrumental in setting up and managing our future Philippines office.

In Short

• Lead and coach a remote Customer Success team.
• Monitor KPIs and provide performance feedback.
• Ensure high-quality customer interactions.
• Collaborate with AU-based teams for escalations.
• Oversee onboarding delivery and provide QA feedback.
• Identify and resolve workflow bottlenecks.
• Support the setup of a new hybrid office in the Philippines.
• Act as escalation point for complex customer issues.
• Report on team performance and customer sentiment.

Requirements

• Minimum 5 years of people management experience.
• Experience managing remote or offshore teams.
• Strong operational discipline.
• Excellent communication skills.
• Data-driven mindset with experience in relevant tools.
• Proven track record in performance management.
• Great attention to detail and problem-solving skills.

Benefits

• Competitive local salary (PHP) and performance-based incentives.
• Collaborative and supportive team environment.
• Access to learning resources and leadership mentoring.