Customer Service Team Manager

About the role

We are seeking a dedicated Customer Service Team Manager to lead a team of analysts providing phone, chat, and ticket support for the Oracle Health Patient Portal. This role is focused on improving health equity and delivering high‑quality care to patients worldwide while operating on a night‑shift schedule aligned with US business hours.

Key responsibilities

• Hire, onboard, plan and direct the day‑to‑day activities of the support team.
• Achieve operational targets and service level agreements (SLAs) for customer/patient requests.
• Communicate policies, practices and procedures to stakeholders.
• Lead quality and process improvement initiatives for Oracle Health support.
• Provide consistent training, guidance and feedback to encourage associate success.
• Make staffing and performance decisions for direct reports.
• Oversee queue management and conduct internal quality audits of tickets and calls.
• Ensure all support work is properly documented, escalated when necessary, and meets quality standards.
• Act as an escalation point for complex issues and review team performance against clear objectives.

Required profile

• College or university degree.
• Extensive experience in customer service or tech support within a BPO/shared services environment.
• Proven people‑management experience as a team lead or manager with direct reports.
• Strong exposure to performance management and related tasks.
• Experience with IT Service Management systems (e.g., ServiceNow) and contact‑center tools.
• Experience supporting North America accounts; healthcare account experience is a plus.
• Willingness to work a fixed night‑shift schedule (US business hours).
• Hybrid work arrangement with reporting to the Makati office 1‑3 times per week.

Required skills

• ServiceNow
• Contact Center Solutions
• Oracle Health Patient Portal