Customer Support Lead

Work Set-up: Hybrid

Work Schedule : Night Shift

Work Location : BGC, Taguig

Responsibilities:

• Own the daily management of the client case queue across all priority levels — ensuring cases are resolved in a timely, thorough, and customized fashion
• Manage day-to-day performance, coverage scheduling, and quality standards for the offshore Client Support team
• Serve as the escalation point of contact and liaison between Commercial, Product, and Tech for complex or cross-functional cases
• Ensure case records are completed accurately to support stronger reporting and trend analysis
• Own the monthly Client Support Desk Review, compiling case volume, CSAT, and resolution time trends into a leadership-ready report
• Manage the troubleshooting and resolution of technical issues, maintaining clear communication with internal t...