senior manager Customer ServiceThomson Reuters

The Customer Support Team at Confirmation resolves all inbound inquiries from our customers regarding the use of our application. This includes training and troubleshooting as well as notating and tracking themes related to these inbound requests. The Customer Support Senior Manager (APAC) at Confirmation oversees the work of these APAC based team members. As the manager over this team, you will have a passion for identifying and acting upon any opportunity to improve the customers' experience through more efficient tools, processes, and employee performance. The Customer Support Senior Manager is responsible for working with support team leadership in instituting global best practices for the Confirmation support team and leading team members including interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems. This position will require some travel to our non-US offices to engage with our support team around the globe.
About Confirmation
Confirmation is the world's leading provider of secure online audit confirmations. Today, more than 16,000 audit firms use Confirmation to send audit confirmation requests to companies, financial institutions and law firms worldwide. For more information, visit .
About the Role
Align with leadership on the team's KPIs meant to provide transparency into the team's performance and the user's satisfaction with our application.
Ensure that quality standards are maintained for customer support interactions.
Report to leadership on team performance including weekly, quarterly, and annual summaries.
Identify case themes and work cross-departmentally to implement process or application improvements that would prevent repeat cases.
Organize workflow and support tools to ensure customer inquiries are efficiently responded to with accuracy, kindness, and professionalism.
Oversee day-to-day support operations, enforcement of global best practices as well as long term support department goals.
Monitor employee productivity and provide mentoring, constructive feedback and coaching.
Inform team of company initiatives and lead them in actively contributing to the goals of the organization.
Receive internal and external complaints and resolve problems.
Maintain accurate timekeeping and personnel records for team members.
Works cross functionally to resolve product and customer experience issues.
Expedites the resolution of escalated issues.
All other duties as assigned by manager.
About You
Bachelor's degree required
Requires 5+ years of relevant work-related experience
Proficient with Microsoft Word, Excel, Outlook, Salesforce, Workday
Experience with making data-driven decisions based on case volume, themes, and time to resolve
Confident reporting on KPIs such as FCR, CSAT, NPS, TTR, etc.
Experience identifying and implementing customer support team processes improvements
Excellent team management skills, experience managing remote team members preferred
Excellent communication and interpersonal skills
Outstanding organizational and leadership skills
Prior experience leading a customer service team in multiple regions
Adept at navigating within a complex matrixed organization
Amenable to 5% - 10% global travel
What's in it For You?
You will join our inclusive culture of world-class talent, where we are committed to your personal and professional growth through:
Hybrid Work Model: Currently, as part of our COVID-19 response, our employees are working remotely and following local COVID-19 bylaws and guidelines with the majority of our offices planning to remain remote until further notice. Upon return, we will embrace a hybrid work environment consisting of in-office and remote work.
Culture: Globally recognized and award-winning reputation for equality, diversity and inclusion, flexibility, work-life balance, and more
Wellbeing: Comprehensive benefit plans; flexible and supportive benefits for work-life balance; work from anywhere (in country); caregiver paid time off, bereavement leave; company-wide Mental Health Days Off; Headspace app subscription; retirement, savings, tuition reimbursement, and employee incentive programs; resources for mental, physical, and financial wellbeing.
Learning & Development: LinkedIn Learning access; internal Talent Marketplace with opportunities to work on projects cross-company; Ten Thousand Coffees - Thomson Reuters café networking.
Social Impact: Eight employee-driven Business Resource Groups; two paid volunteer days annually; Environmental, Social and Governance (ESG) initiatives for local and global impact
Purpose Driven Work: We have a superpower that we've never talked about with as much pride as we should - we are one of the only companies on the planet that helps its customers pursue justice, truth and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world.
Do you want to be part of a team helping re-invent the way knowledge professionals work? How about a team that works every day to create a more transparent, just and inclusive future? At Thomson Reuters, we've been doing just that for almost 160 years. Our industry-leading products and services include highly specialized information-enabled software and tools for legal, tax, accounting and compliance professionals combined with the world's most global news services - Reuters. We help these professionals do their jobs better, creating more time for them to focus on the things that matter most: advising, advocating, negotiating, governing and informing.
We are powered by the talents of 25,000 employees across more than 75 countries, where everyone has a chance to contribute and grow professionally in flexible work environments that celebrate diversity and inclusion. At a time when objectivity, accuracy, fairness and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward.
Accessibility
As a global business, we rely on diversity of culture and thought to deliver on our goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity/Affirmative Action Employer providing a drug-free workplace.
We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law.
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Thomson Reuters

Taguig City, Metro Manila
Permanent
Full-time