Head of Support, Manila

Why join us?

We’re a global tech company, just not the kind you’re picturing. Sure, we’ve got catered lunches, team events, cool merch, and yes... dogs in the office. But that’s not why people join.

Our team of nearly a thousand people wakes up every day to make our product and our customers’ lives better. At SafetyCulture, you’ll hear “yes, let’s give it a shot” more often than “that’s not how we do things here.”

People join because we’re building tools that make work better for the 3 billion people who keep the world moving - factory floor operators, baggage handlers, truck drivers, servers, store assistants. The ones who make things happen. We’ve got the scale and innovation you’d expect from big tech. The difference? No endless layers of sign-off. No corporate theatre. Just smart, experienced people solving real problems fast.

The scale is big. But the ownership’s personal. Every full-time team member gets equity - real skin in the game. When we grow, you do too. We’re not perfect, no company is. But this next chapter of our growth is about scaling with intelligence, not just size - fueled by operational maturity, a clear vision, and a strong focus on AI.

This is big tech impact, without the big tech ick. If that excites you more than it scares you, you’ll fit right in.

This is a unique opportunity to serve as the senior leader of our Manila Customer Support operations reporting to our Global Head of Customer Support. This is a critical "manager of managers" role designed for a leader who can bridge the gap between global strategy and local execution. Globally, you will be instrumental in our Support transformation, leveraging AI and data to deliver a world-class customer experience while collaborating seamlessly with our AU, EMEA, and US offices.

As a senior member of the Manila office, you will be a member of our Manila senior leadership team. In this capacity, you will be jointly accountable for the overall health, culture, and performance of the Manila hub, while functional performance of individual teams (e.g., Customer Success, Finance, Marketing etc) remains with their respective global leaders. You will work closely with our People & Culture team and our other leaders in Manila to provide oversight of the culture and engagement in our Manila hub.

What you'll be doing::
• Manila Support Leadership:
• Directly lead, mentor, and scale a team of Support Managers and team leads, ensuring high performance and alignment with global business objectives. You'll focus on building talent density, fostering a culture of ownership and continuous improvement and ensuring that our Manila Support function is known as a great place to work.
• Global Connectivity: Work in lockstep with leaders in Australia, EMEA, and the US to manage a "follow-the-sun" support model, ensuring 24/7 consistency in service quality.
• Drive Operational Excellence: You will define and manage key metrics, from time-to-resolution to customer satisfaction, using data to inform decisions and drive continuous improvement..
• Align with Customer Success: You will partner with our Customer Success and Onboarding teams to ensure a seamless and differentiated experience for customers, from onboarding to ongoing support, and to identify opportunities to continually improve the experience for our customers and for greater customer retention and expansion.
• AI Integration: Lead the implementation of AI-driven tools in our Manila operations to continue to elevate the customer experience.
• Cross-Functional Voice: Act as a strategic partner to the Product team, ensuring that customer feedback from our Manila operations directly informs the global product roadmap.
• Manila Senior Leadership Team:
• As a senior leader in the Manila office you will also be a member of the Manila Senior Leadership team. The responsibilities of the Manila Senior Leadership team include:
• Active Presence in Manila: As a senior leader in the Manila office you will be an active, visible and accessible senior presence in the office , ideally spending 3 days per week in the Manila office.
• Elevating the Manila Hub: Your role includes elevating the collective impact of the Manila hub, ensuring strong cross-functional alignment, a high-performance environment, and a cohesive employee experience. (You will not be responsible for managing the day-to-day performance of each function.)
• Site Mission Leadership: Driving alignment to SafetyCulture’s mission and company strategy across the Manila hub, including inspiring and motivating teams through regular forums (for e.g. onboarding bootcamps, site all-hands) that connect local impact to our global vision.
• Accountability for Values aligned Behaviours: Model and reinforce the behaviours that reflect SafetyCulture’s values, creating clear expectations and accountability for cultural standards and ways of working across the Manila site.

About you::
• Executive Presence: 8+ years in Customer Support leadership, with at least 3 years managing other managers in a large-scale, global SaaS environment in Manila.
• AI Practitioner: Proven track record of implementing AI or automation solutions that have improved customer experience.
• Commercial Acumen: Strong commercial acumen and common sense.
• Empathy and Authenticity: Warmth, empathy, authentic leadership and a strong ethical foundation.
• Communication and Collaboration: Exceptional communication and collaboration skills.
• Comfortable with Ambiguity; Roll-up your sleeves Leadership: We are scaling and growing. Comfort with ambiguity, the ability to be hands-on and roll your sleeves up and build what’s needed is key.
• Strong Say / Do: Your “say/do” is aligned. Strong role model of SafetyCulture values.
• Global Fluency: Skilled and experienced in navigating a matrixed global organization across multiple regions with proven ability to influence cross-functional leaders and drive alignment without direct authority. Ability to flex as needed to work across different time zones.
• Site Management: Experience in site leadership or office management within the Philippine market is highly preferred.

We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire SafetyCulture team we’ve built an incredible culture which has seen us recognised as a Best Place to Work in Australia , the US and the UK.

Even if you don't meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of qualifications. Don't rule yourself out, hit that apply button if this job resonates with you

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To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to SafetyCulture or any of our employees. We are not responsible for any fees associated with unsolicited resumes.