Manager, Customer Success

Pasay City, Metro Manila
Permanent
Full-time

1 month ago

Job Description:About the jobRole PurposeThe Customer Success, Manager- PH is responsible for owning end-to-end customer experience across Teleport's PH cargo network.The role ensures customer retention, process discipline, escalation control, and service consistency across all locations, while freeing Sales and leadership teams from daily firefighting.Why This Role Is Critical

Teleport operates across multiple stations and regions in PH
Customer handling, escalations, and coordination are currently fragmented
Sales teams are heavily involved in service firefighting, impacting growth
Leadership bandwidth is consumed by coordination instead of strategy

This role establishes clear ownership, structure, and governance for customer success.Requirements:Key Responsibilities

Multi-Location Leadership
Lead Customer Success governance across all PH locations
Travel regularly to stations to align teams, enforce SOPs, and improve execution
Ensure uniform customer experience regardless of origin or gateway
Customer Escalation & IRP Handling
Act as the single owner for customer escalations and IRP handling
Drive root-cause resolution and prevent repeat issues
Reduce dependency on Sales and leadership for operational coordination.
Process, SOP & Workflow Governance

Review existing customer and reservation workflows
Eliminate repeated work and manual coordination
Build and implement clear SOPs to fast-track business execution professionally
Customer-Led Reservation Enablement
Drive a structured shift where customers manage reservations themselves through defined channels
Ensure customers understand booking discipline, timelines, and escalation paths
Maintain governance without shifting execution to CS or Sales teams
Team Leadership & Stakeholder Management
Lead and develop Customer Success teams across regions
Work closely with Sales, Operations, Reservations, Network, and Finance
Create accountability, clarity, and disciplined execution across functions

Key Deliverables

Reduced customer escalation turnaround time
Improved customer retention and repeat bookings
Standardized customer experience across PH
Sales and leadership freed from day-to-day firefighting

Strong SOP-driven customer success framework.Experience

07-10 years in Air Cargo / Airline / Logistics / GSA
Strong exposure to multi-station PH operations
Proven experience handling customer escalations and service recovery. Key Capabilities
Multi-location and geographically dispersed team leadership
Strong process, SOP, and IRP handling expertise
Confident escalation management and stakeholder coordination
Comfortable with frequent travel and on-ground execution

Success Measures

Customer retention and stability of key accounts
Reduction in escalations handled by Sales and leadership
SOP adoption and process discipline across locations

Improved speed and professionalism in customer handling.Benefits:

Teleport

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