About the role
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. \n 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