Head of English Support

A leading web hosting and domain registration company is seeking a Head of English Support to own the end-to-end performance of the centralized English-language support organization. This pivotal leadership role ensures stable 24/7 operations while driving the strategic transition from reactive support to a value-oriented Customer Success model. The ideal candidate is an execution-strong leader who can scale AI-enabled service delivery, foster a high-performance culture, and lead from the front to ensure world-class customer outcomes.

Responsibilities:

• Drive day-to-day English Support operations with disciplined execution; establish robust performance routines including daily ops, weekly reviews, and monthly deep dives.
• Ensure workforce models are optimized to balance quality, speed, and cost-efficiency while maintaining 24/7 operational stability.
• Drive value-based cross-sell and upsell enablement by identifying customer needs and promoting relevant solutions without compromising service quality or trust.
• Implement and scale AI-enabled tools (agent assist, automation, and knowledge quality) and drive adoption through rigorous governance and measurable impact.
• Support the organizational shift from reactive troubleshooting to a proactive, value-oriented Customer Success approach.
• Build and lead a high-performing team; set clear accountability standards, address underperformance early, and act as a visible role model for ownership.
• Partner closely with the Site Director, peer Heads of Competence, and global teams (QA, Training, Product, Enablement) to align on broader organizational goals.
• Own the process, training, and KPI tracking for all English Support activities, ensuring alignment with Group One leadership standards.

Qualifications:

• Significant experience leading BPO, Shared Services, or Contact Center environments with a track record of owning end-to-end 24/7 operations.
• A "hands-on" leader who leads from the floor, is comfortable with change, and possesses a strong builder mindset for scalability.
• Experience transitioning teams toward Customer Success or AI-integrated service delivery models is highly preferred.
• Strong ability to manage KPIs, identify trends, and translate data into operational improvements.
• Native or near-native English proficiency; additional European language skills (e.g., German, Dutch, Danish, or Swedish) are a strong advantage for multi-market collaboration.
• Exceptional interpersonal skills with the ability to influence stakeholders across different geographies and departments.

Work Setup: Hybrid

Schedule: Mid-shift or Night shift (Supporting a 24/7 operations)

Location: Cebu City

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