Manager, Customer Support (Manila)
PayscaleManila, Philippines
Posted March 12, 2026
Full Time
About the Company
Payscale is a leading provider of data-driven compensation solutions that help organizations turn pay into a strategic advantage. Leveraging decades of expertise in salary data collection and AI analytics, Payscale offers tools such as Payfactors, Marketpay, and Paycycle to deliver salary surveys, benchmarking, and compensation planning for clients across the U.S. From Fortune 500 companies to universities and airlines, its solutions empower 65% of the top U.S. firms to make informed pay decisions and attract top talent. Payscale’s unique blend of comprehensive market data, real‑time analytics, and customizable HR consulting sets it apart as a trusted partner for talent management and compensation strategy.
Job Description
Payscale is seeking a Manager of Customer Support to lead a team of Customer Support Analysts, ensuring customers receive maximum value from Payscale products. The successful candidate will oversee daily support operations, coach and develop team members, and ensure customer issues are resolved quickly and accurately.
Requirements
- Hire, onboard, and develop a high-performing team of Customer Support Analysts.
- Provide regular coaching, mentorship, and performance feedback to support team growth and development.
- Conduct 1:1 meetings, performance reviews, and career development planning.
- Foster a collaborative, customer-focused culture that prioritizes accountability and continuous improvement.
- Oversee daily support operations including Salesforce case queues, workload distribution, and SLA performance.
- Monitor and manage key support metrics such as response time, resolution time, backlog health and response SLA adherence, and CSAT.
Benefits
- 15 paid days of additional leave, credited up front upon regularization and refreshed annually.
- HMO coverage +1 dependent
- Paid Philippine Regular holidays + 1 additional Payscale holiday (Global Mental Health Day)
- Fixed work schedule, Monday through Friday 10pm-7am Manila
