About the role
Why join us?
Mitti by SafetyCulture is a global tech company, just not the kind you're picturing. Our almost 1,000-person team builds tools that make work better for the three billion frontline workers who keep the world moving. We've got big tech scale, without the sign-off layers or corporate theatre. This next chapter is about scaling smart, powered by AI, a clear vision and real ownership.
Big tech impact, without the big tech ick.
Role purpose
This role exists to keep our Americas (AMER) customer support operation consistently healthy and high-performing. They do this by leading a team of Support Analysts, owning the day-to-day shift, and delivering the process and artificial intelligence (AI) improvements that raise customer satisfaction and make support easier to scale.
Key responsibilities
- Own the health and performance of the AMER shift, making real-time decisions on coverage, queue priorities, and workload so customers get fast, high-quality support every day
- Build an engaged, high-performing team by coaching and developing Support Analysts through regular one-on-ones, performance conversations, and career development
- Act as the primary escalation point for analysts, taking complex, sensitive, or high stakes customer issues through to resolution so nothing falls between teams
- Use team data (customer satisfaction, service level agreement adherence, productivity) to find patterns, diagnose root causes, and coach or correct course before issues escalate
- Design and deliver new workflows and projects from scoping through rollout, and make sure the changes stick with the team
- Monitor AI chatbot performance daily and work with the Quality & Training and AI teams to improve AI-driven support workflows, measuring the impact on efficiency and customer satisfaction
- Partner with Talent Acquisition to hire Support Analysts and give new starters a smooth, effective start so they get up to speed quickly
- Bring the voice of the customer to Customer Experience, Product, and Engineering, and give senior leadership clear, structured reporting on team performance
Required skills & experience
Technical skills
- Proven track record of running an operational customer support team in a software-as-a-service (SaaS) or technology environment, with strong command of queues, coverage, and shift planning
- Ability to turn performance data into clear coaching decisions and operational changes
- Experience scoping, delivering, and embedding process improvements across a team
- Sound judgement in handling sensitive or high-stakes customer escalations
- Clear written and verbal reporting for both team and senior leadership audiences
Behavioural skills
- Coaches with honesty and care, giving direct feedback that helps people grow, and welcomes feedback in return
- Acts quickly on low-risk decisions and slows down for the ones that are hard to reverse
- Comfortable with ambiguity: breaks undefined problems into action without needing a perfect brief
- Solution-oriented: brings options, not just problems, to leaders and cross functional partners
- Makes decisions with the customer in mind, especially when trade-offs are hard
- Invests in analysts' success and the wider team's results, not just their own
AI skills
- Uses AI tools day to day to analyse team and queue data, spot trends, and prepare reporting
- Can evaluate the quality and accuracy of AI-generated support responses and guide analysts in supervising and correcting them
- Able to suggest, test, and measure improvements to AI-driven support workflows
- Good to have: understanding of AI strategy in customer support, and how team level improvements connect to the wider direction
Success looks like
- Team consistently meets customer satisfaction and service level agreement targets
- Support Analysts are engaged, growing, and escalating only when necessary
- Process and AI workflow projects are delivered on time and are still being used afterwards
- Recurring issues spotted in team data are fixed at the root cause
- The shift runs steadily, even when things get complex
Key stakeholders
- Support Analysts
- Other Customer Support leaders
- Quality & Training
- Customer Experience (Success, Operations, Solutions)
- Product and Engineering
- Talent Acquisition
- Senior Customer Support leadership
What you need to know
Working hours: AMER shift, based in Manila
We’re committed to building inclusive teams and cultivating a sense of belonging so our people can bring their whole authentic selves to work each day. We seek to make reasonable adjustments throughout our recruitment process to create an even playing field for all candidates. Thanks to the tireless efforts of the entire Mitti team we’ve built an incredible culture which has seen us recognised as a Best Place to Work in Australia , the US and the UK .
Even if you don't meet every requirement listed in the ad, please consider applying for this role. We prioritise inclusion and value individuals with potential over a checklist of qualifications. Don't rule yourself out, hit that apply button if this job resonates with you
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To all recruitment agencies, we do not accept resumes or partnership opportunities. Please do not forward resumes to Mitti or any of our employees. We are not responsible for any fees associated with unsolicited resumes.