Integrated OS
Product Support Manager
- Compensation
- Not disclosed
- Location
- Muntinlupa City, Metro Manila
- Work setup
- Onsite
- Seniority
- Not specified
- Employment
- Not specified
- Experience
- 3+ years
- Category
- Support
- Posted
Skills
Nice to have
- Quality management: implementing or maintaining an ISO 9001 quality management system, or preparing for an ISO 9001 audit.
- Service management: ITIL 4 Foundation or equivalent certification.
- Security: familiarity with ISO 27001 or similar frameworks.
- Experience supporting financial services, government or other regulated clients.
- Experience with customer communications, document generation, print, email or SMS delivery platforms.
- Experience working with Australian teams or in offshore and nearshore setups.
Full description
What you'll do:
The Product Support Manager runs Chandler CX's Support function. The role owns L1 and L2 support for Chandler CX Platform and the services behind it: tooling, processes, procedures, queues, standards and SLAs.
The role starts hands-on, managing queues, triaging tickets and following up on resolutions, and builds a support team as volumes grow. Over time, it will lead Chandler CX towards ISO 9001 certification.
Key responsibilities for this role include:Running support
- Own L1 and L2 product support for clients across all channels, escalating L3 issues to the Head of Engineering or technology vendors.
- Manage queues, priorities and the support roster to meet SLAs across Australian business hours initially, then globally as Chandler expands in 2026/27.
- Lead major incidents from triage and client communication through to root-cause analysis.
- Record cause codes consistently, including issues caused by client-supplied data.
- Manage the work of the product engineers to ensure incidents are being resolved within SLAs.
Service improvement and quality
- Own the support tooling and decide whether the current tooling is fit for purpose or should be replaced.
- Design, document and maintain support processes, procedures, standards and the knowledge base.
- Report on SLA performance, volumes and trends, and turn recurring issues into product fixes and self-service content.
- Build a documented, auditable quality approach and lead preparation for ISO 9001 certification.
Hands-on technical and development
- Investigate issues using logs, telemetry and SQL across the Azure-hosted C#/.NET platform.
- Contribute bug fixes, small improvements, and support tooling or automation.
- Follow release management processes for any changes made.
Team building and stakeholders
- Plan support capacity and make the case for new support hires as volumes grow.
- Recruit, onboard, line-manage and develop support team members.
- Work with Product Engineering, the Product Manager and D&D on defects, releases, roadmap input and client communications.
Successful candidates must have:
Essential
- 6+ years' experience in technical support, support management or software development, ideally on a SaaS or enterprise platform.
- Support service management: 3+ years running a support service or help desk, including queues, SLAs, escalation and reporting.