Network Support Operations Lead

The RISE mission is to Accelerate Internet for the Philippines - we do this by focusing on the overall customer experience; providing excellent internet services while creating a positive impact on our partners and their industries.

From very humble beginnings and with a desire to carry out our mission, we have grown to serve business and wholesale customers in Cebu, Manila, and Davao. Our business customers come from varying industries, such as real estate, IT, and business process outsourcing, to name a few. Nonetheless, they all have one thing in common: they require high-quality service and great customer support.

To deliver the best customer experience, RISE works exclusively with technical services company Pathfinders, through which we maintain our benchmark average of 1.8 weeks installation time for business clients. Together, we operate GetaFIX, the biggest Internet eXchange in the Philippines that helps the efficiency of content and connectivity in the country. We also operate Open Access Network, a Fiber as a Service offering that helps reduce complexity for developers and telecommunication companies while increasing customer satisfaction.

Throughout the group, we foster a performance-based culture, where team members are encouraged to take ownership and exceed expectations for their projects. We practice transparency by conducting regular check-ins and quarterly performance reviews, which helps us achieve goals and continuously advance together. We promote work-life balance and have team activities, such as monthly get-togethers to celebrate our wins, and sponsor work-related training and conferences.

Be part of a growing mission-oriented business that requires new leaders who are proficient, proactive, and direct. Be rewarded with great colleagues, a supportive environment, a competitive salary, and a compensation package that includes HMO for you and your family. Flex time is offered for some roles and your teammates will be there to help as you further hone your skills and accomplish responsibilities. Make a difference and grow with us.

The Support Operations Lead will be responsible for overseeing the performance and quality of the support teams, which include Technical Phone Specialists and Network Engineers. The Lead will drive operational excellence by developing and implementing standards, leading team development, and monitoring performance against key metrics.

Duties And Responsibilities

• Oversee the day-to-day operations of the Technical Phone Specialist team, ensuring service level agreements (SLAs) and performance targets are consistently met
• Manage scheduling and resource allocation to optimize team efficiency and coverage
• Monitor support interactions (phone and email based currently) to ensure quality standards and identify coaching opportunities or process gaps
• Conduct regular coaching sessions for team members to continuously improve support quality
• Act as the primary point of escalation for customer complaints, ensuring that client concerns are acknowledged, addressed promptly, and handled appropriately
• Work closely with cross-functional teams, including Network Engineering, Relationship Management, and Technical Leads, to coordinate support activities and align on customer-facing procedures
• Initiates process improvements
• Provide regular reports on team performance and client-initiated reports
• Drive the creation of customer facing documentation to support self service
• May perform related duties or special projects as needed to support departmental operations
  
  
  

Qualifications:

• At least 5 years of customer service experience
• 3+ years of proven experience in a lead or supervisory role within a technical support or customer service environment
• Strong understanding of support operations, performance metrics, and quality assurance methodologies
• Excellent communication, interpersonal, and coaching skills
• Ability to analyze data and translate insights into actionable process improvements
• Hands-on experience with ticketing systems and contact center technologies
• A strong commitment to delivering exceptional customer service and driving overall team success
  
  
  

About Our Network Team

Our network team is on a mission to deliver fast and reliable data services while providing a remarkable experience to customers both external and internal.

We achieve this by ensuring we have balanced our available capacity and connections so they are never congested. You can see a map to check the real-time performance of our networks. We continuously optimize our network to reduce downtime and increase speed; and optimize our systems to ensure network visibility and effective management.

We hold ourselves accountable in our commitment to our customers, by being responsive to their concerns and transparent with our performance.

We use automation wherever possible, to ensure consistent, high quality implementations, as we respond and operate in a highly dynamic environment.

Our network is heavily based on Juniper routers and switches, running MPLS with RSVP and BGP, and we peer densely to ensure we have control over our traffic. We also operate GetaFIX, the second open internet exchange in the Philippines, which is part of our dedication to improving the internet not just for RISE customers, but for the rest of the country as well.

You will be working with a diverse team of skilled engineers, some have started their careers with RISE and others who have many years of experience both locally and abroad. We focus on having a supportive environment and ensuring all team members receive experience across a broad range of tasks - the better they know the network, the better they can support our customers.

Hiring process

We aim to give our applicants a good experience by being timely, efficient, and direct. We do apologise however as due to the overall volume of applications we only respond to candidates successful in securing a screening.

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