{"id":2412552,"url":"https://alion.io/job/pm-consulting-operations-assistant-manager-customer-support","title":"Operations Assistant Manager (Customer Support)","company":{"id":4421389,"name":"PM Consulting","domain":"pmconsulting.ph","url":"https://alion.io/company/pmconsulting-2","size_band":"1001-5000","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Administrative","role_family":"Administrative","seniority":"middle","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Pasig, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":10000,"max_usd":21000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":2161},"experience_years_min":3,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SQL","optional":false}],"status":"live","first_seen_at":"2026-10-13T02:26:03Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-13T12:37:10Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Job Overview\nThe Operations Assistant Manager - Customer Support is responsible for improving agent productivity, quality, and career development within a customer support environment. The role focuses on coaching, performance analysis, and workflow optimization to ensure teams meet service levels, KPIs, and customer satisfaction goals while minimizing unnecessary escalations.\nThe role will manage Customer Support Specialists handling straightforward to moderately complex customer issues and may oversee team leaders and/or special projects depending on business requirements.\n\nKey Responsibilities\nPerformance Monitoring & Coaching\nConduct regular 1:1 coaching sessions to improve First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT).\nIdentify performance gaps through call, chat, and case monitoring, ticket audits, and performance trends.\nDevelop improvement plans for underperforming team members and career development plans for high performers.\nFacilitate group coaching and workshops focused on efficiency, problem-solving, and product knowledge.\nData-Driven Performance Optimization\nMonitor and report on key support metrics such as AHT, FCR, CSAT, and schedule adherence.\nCollaborate with Workforce Management (WFM) to support staffing and capacity planning based on performance trends.\nPartner with Quality, Training, and Customer Experience teams to align coaching with evaluation standards.\nRecommend process improvements to reduce escalations and improve operational efficiency.\nOnboarding & Continuous Learning\nSupport new-hire nesting and on-the-job training to accelerate employee ramp-up.\nConduct refresher training on high-priority and recurring customer issues.\nDevelop quick-reference guides, learning materials, and micro-training content for support teams.\nProcess Improvement & Special Projects\nIdentify recurring customer and operational issues and recommend improvements to workflows and processes.\nCollaborate with relevant internal teams to address recurring customer concerns and improve the overall support experience.\nLead and implement special projects assigned based on business needs.\n\nQualifications\nAt least 3 years of experience in Tier 1/Tier 2 technical or customer support, preferably within a SaaS, technology, property technology, ERP, or similar environment.\nProven experience in coaching, mentoring, or team leadership within a metrics-driven support environment.\nExperience working with customer support KPIs such as FCR, AHT, and CSAT.\nBasic knowledge of SQL and ticketing/support systems.\nStrong analytical and problem-solving skills.\nAbility to translate performance data into actionable coaching and improvement plans.\nKnowledge, Skills & Abilities\nTechnical Skills\nStrong understanding of customer support operations and troubleshooting.\nBasic SQL or log analysis knowledge is an advantage.\nExperience navigating ticketing or CRM platforms such as Salesforce, Zendesk, or similar systems.\nCoaching & Leadership\nAbility to implement structured coaching and performance management frameworks.\nStrong ability to translate metrics into actionable development plans.\nExperience delivering short-form training or skills development sessions.\nSoft Skills\nHigh emotional intelligence, particularly when handling sensitive performance discussions.\nStrong collaboration skills when working with Quality, Workforce Management, Training, and Customer Experience teams.\nAdaptable communication style for both new hires and experienced employees.","description_format":"text","description_chars":3525,"description_truncated":false,"requirements":{"experience_years_min":3,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Continuous learning"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":[],"lifecycle":[{"event":"open","at":"2026-10-13T02:26:03Z"}],"visa":[],"liveness":{"score":52,"band":"ok","label":"Likely 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