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Customer Support Manager at Kaizen. About the Role. We’re seeking a proactive and people-driven . Customer Support Manager. to lead our growing support team. In this critical role, you’ll oversee day-to-day operations, manage performance, drive team development, and champion a high-performance, customer-first culture. This is a hands-on leadership position where you’ll spend the majority of your time working directly with supervisors and agents to ensure exceptional customer experiences.. Key Responsibilities. Performance Management. . Monitor and evaluate individual and team performance, including supervisors and agents. . . Identify underperformance and implement coaching, training, or corrective action as needed. . . Make strategic decisions regarding promotions, development plans, or terminations when necessary. . . Data Management, CRM & Reporting. . Ensure accurate data entry of daily customer interactions into CRM and designated systems. . . Monitor reporting processes to maintain data integrity and reliability. . . Create custom reports and dashboards aligned with business needs and KPIs. . . Deliver timely and accurate reporting per company standards. . . Training & Development. . Develop and continuously improve training programs, materials, and conversation guidelines. . . Equip team members with the tools and knowledge needed to exceed customer expectations. . . Align training strategies with evolving customer needs and company goals. . . Team Environment & Workload Management. . Manage employee workload, create fair task distribution, and maintain team morale. . . Implement recognition and incentive programs to drive motivation and productivity. . . Spend 60% of your time actively managing the support floor and daily operations. . . Conduct weekly 1:1 meetings with team members for feedback and development. . . Resolve escalated issues promptly and effectively, supporting team and customer needs. . . People Management. . Lead hiring, onboarding, and retention of high-performing talent. . . Provide on-the-job training, coaching, and career development opportunities. . . Conduct annual salary reviews and performance assessments. . . Promote a culture of continuous improvement (Kaizen) and lifelong learning. . . Set clear monthly and quarterly team goals aligned with organizational objectives. . . Foster employee engagement through events, huddles, and regular team check-ins. . . What We’re Looking For. . Proven experience in a customer support leadership role. . . Strong interpersonal and team management skills. . . Data-savvy with experience in CRM systems and reporting tools. . . Excellent communication and problem-solving abilities. . . Passion for employee development, performance management, and customer satisfaction. . . A hands-on leader who thrives in a dynamic, fast-paced environment.. . Company Location: Philippines.