Head Of English Support Cebu

The Head of English Support owns end-to-end performance of the centralized English-language support organization in Cebu. The role ensures stable 24/7 operations, strong people leadership, and continuous improvement while supporting the transition from reactive support to Customer Success and increased AI-enabled service delivery.

Key Responsibilities

Operational leadership

• Run day-to-day English Support operations with strong execution discipline
• Establish clear performance routines (daily ops, weekly reviews, monthly deep dives)
• Ensure workforce models support quality, speed, and cost efficiency
• Drive value-based cross- and upsell enablement within English Support by identifying customer needs, promoting relevant solutions, and ensuring compliant, high-quality execution aligned with Customer Success principles.
• Own the operational readiness and performance of X-/Upsell activities in E-Support (process, training, quality, KPIs), in close alignment with group leadership, without compromising service quality or customer trust.
  
  

Customer Success & AI enablement

• Support the transition from reactive support to value-oriented Customer Success
• Implement and scale AI-enabled tools (agent assist, automation, knowledge quality)
• Drive adoption through governance, quality controls, and measurable impact
  
  

People leadership & culture (scope-specific)

• Build and lead a high-performing English Support organization
• Set and enforce professional standards and clear accountability within the EN-Support scope
• Address underperformance early and consistently
• Act as a visible role model for ownership and execution
  
  

Stakeholder collaboration

• Work closely with the Site Director and peer Heads of Competence
• Partner with QA, Training, Product, and Enablement teams to improve outcomes
  
  

Leadership Profile Required

• Proven leadership experience in BPO / Shared Services / Contact Center environments
• Strong track record in 24/7 operations and KPI ownership
• Hands-on leader who leads from the floor, not only via reports
• Execution-strong, structured, and comfortable with change
• Builder mindset with focus on scalability and talent development
• Additional European language skills (for example German, Dutch, Danish, Swedish) are considered a strong advantage and support effective collaboration with multi-market stakeholders.
  
  

We welcome talent in all its diversity. Your gender, background, age, beliefs, or personal story do not define your opportunities here, what matters to us is mutual respect, personal appreciation, and creating a workplace where motivation and collaboration thrive.

We believe in supporting your personal and professional growth, recognising you as both an individual and a valued team member.

We want to continue to grow with you and why we look forward to getting to know you.

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