Director of Customer Service

Revolutionize Customer Service in Commercial Property Management Software!

Our client ReLeased pioneers cloudbased property management solutions tailored for commercial real estate. Their cuttingedge software streamlines essential tasks such as accounting tenant communication property inspections and lease administration. With a mission to empower property professionals ReLeased accelerates daily operations delivers valuable insights and elevates the tenant experience. Trusted by industry leaders globally our clients footprint spans the United Kingdom United States Australia and New Zealand.

In the realm of commercial property management Tom Wallace embarked on a quest for innovation. Recognizing the global need for a tailored solution he envisioned a modern cloudbased platform that simplifies complexities through automation. Thus our clients journey to revolutionize commercial real estate management began.

Today ReLeased stands as a beacon of trust for industry trailblazers worldwide. Embracing change as a catalyst for progress they partner with visionaries to optimize property leases and business operations. With a global team spanning the United Kingdom United States Australia and New Zealand our client is dedicated to shaping the future of commercial real estate. Join them in pioneering transformative solutions that redefine industry standards. Join their diverse team on a journey to redefine the landscape of commercial real estate management.

Job Description

As the Director of Customer Service you will spearhead the enhancement of customer experience and satisfaction for ReLeaseds operations in the Philippines. Your role will encompass managing the Customer Support and Data teams ensuring seamless operations and driving excellence in customer service.

Navigate Your Career Path with Us:

Employment Type: Full time

Shift: Day shift

Work Setup: Hybrid Metro Manila

Your Impactful Role:

Philippines Team Management

• Lead and manage the customer support and customer data teams ensuring effective communication performance management and adherence to service level agreements.
  
• Collaborate with the Senior Lead Offshore and Special Projects to scale and enhance flexibility within the ReLeased customer teams.
  

Team Management & Leadership

• Lead support and develop customer support and customer data team members fostering a highperformance ReLeased centric culture.
  
• Provide clear performance expectations ongoing coaching and mentoring and foster a culture of collaboration and excellence with the support of the Senior Lead Offshore and Special Projects.
  
• Serve as an escalation point for team members with specific clients engaging in reactive and proactive customer management as needed.
  
• Drive engagement initiatives to enhance employee satisfaction and engagement.
  

Technical Leadership & Performance Monitoring

• Implement ReLeased processes and metrics to track and analyze the performance of the Customer Support and Customer Data teams.
  
• Monitor and ensure adherence to SLAs conduct regular performance reviews and implement corrective actions when necessary.
  

Stakeholder Engagement

• Build strong relationships with key stakeholders including senior management regional teams and customers.
  
• Collaborate with crossfunctional teams including sales product and marketing to meet and exceed customer needs.
  
• Advocate for customers within the organization providing feedback and insights to drive product and service enhancements.
  

Live the Values

• Prioritize People First: Our people and customers always come first.
  
• Embrace Finding a Way: Like a river we navigate around all obstacles.
  
• Embrace a Win or Learn mindset: Our journey for improvement never ends; enjoy the ride!
  
• Relationships Internal
  
• Develop and maintain excellent working relationships with all ReLeased team members and stakeholders.
  

External

• Cultivate strong relationships with ReLeased customers and suppliers.
  

Requirements

Qualifications That Set You Apart:

• Bachelors degree in business administration management or a related field (advanced degree preferred).
  
• Proven experience in leading customer success support or implementation teams in the software technology or SaaS industry.
  
• Indepth knowledge of CRE markets with a strong understanding of cultural nuances and customer expectations.
  
• Excellent leadership skills with a track record of successfully managing and developing highperforming teams.
  
• Strong analytical and problemsolving abilities with the ability to leverage data to drive decisionmaking.
  
• Exceptional communication and interpersonal skills with the ability to engage and influence stakeholders at all levels.
  
• At least 5 years of management experience related to customer service.
  

Benefits

Perks That Make a Difference

• HMO coverage
  
• Competitive Package
  
• Hybrid work setup
  
• Prime office location
  
• Day shift schedule
  
• Standard government and Emapta benefits
  
• Total of 20 annual leaves to be used on your own discretion
  
• Fun engagement activities for employees
  
• Mentorship and exposure to global leaders and teams
  
• Upskilling through Emapta Academy
  
• Career growth opportunities
  
• Diverse and supportive work environment
  

Who are we

Discover a world of possibilities at Emapta where your career takes flight in stability and growth. Join a team that thrives on camaraderie supporting each other to achieve excellence together. Experience the satisfaction of being recognized for your contributions with competitive compensation packages that reflect your skills and commitment. Immerse yourself in a positive work culture that encourages collaboration innovation and personal development. We provide you with the platform for your success empowering you to reach new heights in a supportive and inclusive environment.

With a wide roster of international clients from various industries and a proven track record of success Emapta offers a stable foundation for your career . Team up with likeminded professionals who are passionate about making a meaningful impact through premium global opportunities at your fingertips. Apply now and create a better future with us.

#EmaptaExperience

Qualifications That Set You Apart: Bachelor 's degree in business administration, management, or a related field (advanced degree preferred). Proven experience in leading customer success, support, or implementation teams in the software, technology, or SaaS industry. In-depth knowledge of CRE markets, with a strong understanding of cultural nuances and customer expectations. Excellent leadership skills with a track record of successfully managing and developing high-performing teams. Strong analytical and problem-solving abilities, with the ability to leverage data to drive decision-making. Exceptional communication and interpersonal skills, with the ability to engage and influence stakeholders at all levels. At least 5 years of management experience related to customer service.