Client Services and Technical Support Manager(BPO - Work from Home)

Founded in November 2019, EmpowerU, Inc. has rapidly evolved from its origins within a leading global brand's tele-service support group to become a standalone entity renowned for its exceptional service delivery. Our organization is driven by a culture that emphasizes resilience, excellence, and a strong sense of community. We prioritize the well-being and professional development of our team members, treating each one as a valued internal client. This approach ensures excellence in service delivery and fosters meaningful relationships with all stakeholders.

Core Values:

EmpowerU, Inc. is anchored in four fundamental values, known as the 4Cs: Care, Communication, Camaraderie, and Commitment. These principles guide our interactions with clients and among team members, ensuring a cohesive and supportive work environment.

Care: Our dedication to exceeding client and stakeholder expectations is paramount.

Communication: We maintain transparent and continuous communication to provide exceptional support.

Camaraderie: We foster a culture of inclusivity and unity, making our workplace feel like a second home.

Commitment: Our unwavering pursuit of excellence defines our approach to every task.

Role Overview

This role requires proven, hands-on experience in BPO Operations Management, specifically in leading Client Services and Technical Support teams. If you do not have direct experience managing BPO operations, we kindly ask that you refrain from applying at this time, as this is an essential requirement for the position.

We are seeking an experienced Client Services and Technical Support Manager with at least five years of BPO management experience to lead remote teams supporting the UK and Australian markets.

This hands-on role oversees front-end and back-end Client Services, Technical Support, client relationships, retention, and cancellations across multiple communication channels.

The successful candidate will drive SLA and KPI performance, manage client relationships and business reviews, develop team capabilities, control attrition, and ensure regulatory compliance while delivering operational improvements and business results.

Key Responsibilities

1. Client Services Management – Front-End and Back-End

• Lead front-end Client Services, including inbound enquiries, outbound calls, client follow-ups, live chat, mailbox management, onboarding, and general customer assistance.
• Oversee back-end Client Services, including customer account administration, record maintenance, programme administration, scheduling, cancellation processing, and operational follow-ups.
• Ensure all inbound calls, outbound calls, live chats, and mailbox enquiries meet agreed SLAs.
• Monitor call response times, missed calls, outbound follow-ups, chat response times, email acknowledgement and resolution times, and outstanding mailbox volumes.
• Ensure customer requests, enquiries, and complaints are recorded, assigned, tracked, and resolved within agreed timeframes.
• Oversee cancellation requests, ensuring timely processing, accurate documentation, and appropriate communication with clients.
• Analyse cancellation trends and identify opportunities to improve customer satisfaction, retention, and service recovery.
• Manage escalated client concerns and establish clear workflows, ownership, and escalation procedures.
• Maintain consistent service quality throughout the customer journey.

2. Technical Support Management

• Oversee technical support for the company's platforms, products, and related services.
• Ensure technical enquiries received through inbound calls, outbound follow-ups, live chat, and shared mailboxes meet agreed SLAs.
• Monitor first-response times, resolution times, ticket volumes, outstanding cases, mailbox backlogs, and recurring technical issues.
• Ensure support cases are logged, prioritised, assigned, escalated, and resolved appropriately.
• Coordinate with relevant internal teams to resolve complex technical issues and customer-impacting incidents.
• Ensure outbound follow-ups are completed within agreed timeframes and clients receive clear updates on outstanding issues.
• Identify recurring technical issues and implement corrective actions, troubleshooting procedures, and knowledge resources.
• Investigate technical issues that may contribute to customer dissatisfaction or cancellations and coordinate appropriate service-recovery actions.
• Maintain high standards of technical support quality, documentation, and customer communication.

3. Client Relationship Management and Business Reviews

• Build and maintain strong working relationships with UK and Australian clients and internal stakeholders.
• Act as an operational point of contact for service delivery, performance discussions, escalations, and improvement initiatives.
• Conduct regular weekly operational reviews and monthly business reviews with relevant clients and stakeholders.
• Prepare and present performance reports covering SLA compliance, call and chat performance, mailbox management, technical support, cancellations, customer satisfaction, staffing, and operational risks.
• Review performance against agreed service commitments, business objectives, and improvement plans.
• Document meeting outcomes, action items, owners, and deadlines, and follow through to completion.
• Proactively identify service gaps, recurring issues, and emerging risks, presenting practical recommendations and corrective actions.
• Ensure client concerns are acknowledged, managed, and resolved professionally.
• Maintain transparent communication regarding service performance, operational changes, resource constraints, and improvement initiatives.

4. Service Level and Channel Management

• Establish, monitor, and report on service standards across Client Services and Technical Support.
• Maintain performance across inbound call response and abandonment rates, outbound call completion, live chat response and resolution, shared mailbox acknowledgement and resolution, and technical support response and resolution targets.
• Monitor missed calls, overdue follow-ups, unanswered chats, ageing emails, unresolved cases, and service backlogs.
• Ensure appropriate staffing and workload distribution to support UK and Australian operating hours.
• Implement escalation procedures for missed SLAs and recurring service failures.
• Review performance trends and implement corrective actions where targets are not achieved.
• Ensure service continuity through effective scheduling, contingency planning, and resource allocation.

5. Team Leadership, Remote Workforce and Attrition Management

• Lead, coach, mentor, and develop remote Client Services and Technical Support teams.
• Set clear performance expectations, responsibilities, service standards, and individual development objectives.
• Conduct regular one-to-one meetings, coaching sessions, performance reviews, and team meetings.
• Monitor attendance, productivity, engagement, performance, and workforce capacity.
• Manage employee attrition proactively by identifying retention risks, reviewing exit trends, addressing engagement concerns, and recommending appropriate retention initiatives.
• Develop succession plans and strengthen team capability through coaching, training, and knowledge sharing.
• Manage underperformance and employee development needs in accordance with company policies and in partnership with Human Resources.
• Support recruitment, onboarding, workforce planning, and staffing requirements.
• Promote accountability, collaboration, communication, and consistent performance across remote teams.

6. Customer Retention and Cancellation Management

• Monitor cancellation trends, customer feedback, and retention performance.
• Ensure timely and accurate handling of cancellations in line with company procedures.
• Identify causes of customer attrition and implement service-recovery and retention initiatives.
• Analyse complaints and cancellation data to recommend improvements to customer experience and retention.

7. Programme and Event Operations

• Oversee operational support for programmes, webinars, training, coaching, and client onboarding.
• Coordinate scheduling, staffing, client communications, attendance, and operational readiness.
• Ensure accurate programme information, bookings, and timely resolution of enquiries, cancellations, and escalations.
• Collaborate with stakeholders to ensure effective programme delivery and monitor attendance, feedback, and performance.

8. Performance Reporting and Continuous Improvement

• Develop and maintain operational dashboards, reports, and performance trackers.
• Monitor SLA compliance, call and chat volumes, mailbox performance, ticket backlogs, resolution rates, cancellations, customer satisfaction, employee attrition, and productivity.
• Analyse trends to identify recurring issues, process bottlenecks, capacity constraints, and operational risks.
• Maintain accurate records and consistent use of CRM, ticketing, reporting, and communication platforms.
• Improve workflows, standard operating procedures (SOPs), automation, documentation, and reporting.
• Lead improvement initiatives and measure their impact on service quality, efficiency, and customer outcomes.
• Provide regular operational updates, business review materials, risk assessments, and recommendations to Management.

9. Compliance, Risk and Governance

• Ensure operational processes comply with company policies, contractual obligations, data protection requirements, information security standards, and applicable UK and Australian regulatory requirements.
• Support compliance with applicable UK data protection legislation, including the UK GDPR and Data Protection Act 2018, and Australian privacy requirements, including the Privacy Act 1988 and Australian Privacy Principles where applicable.
• Support compliance with relevant UK and Australian communications, consumer protection, and financial services regulations where applicable to the company's activities, products, communications, and services.
• Ensure customer communications, outbound calling practices, complaint handling, and other regulated activities follow applicable requirements and approved company procedures.
• Maintain appropriate operational controls, documentation, and audit readiness.
• Identify and escalate data breaches, security incidents, customer-impacting events, and material compliance risks promptly.
• Work with Management and relevant compliance or legal personnel to implement corrective actions and maintain appropriate standards.

Essential Qualifications and Experience

• Minimum of five years of management experience in BPO Operations, specifically in Client Services, Customer Support, Technical Support, or a comparable service operations environment.
• Proven experience leading front-end and back-end Client Services and Technical Support operations, preferably supporting international clients.
• Demonstrated experience managing remote or geographically distributed teams across different time zones.
• Strong experience managing inbound and outbound call SLAs, live chat SLAs, mailbox management, and technical support performance.
• Proven ability to manage client relationships, conduct business reviews, present operational performance, and handle escalations effectively.
• Demonstrated experience in workforce planning, employee attrition management, team engagement, and retention initiatives.
• Experience managing customer cancellations, customer retention, and service recovery processes.
• Strong understanding of KPI reporting, operational dashboards, quality assurance, performance management, and continuous improvement.
• Proficiency in CRM systems, ticketing platforms, reporting tools, and customer communication technologies.
• Excellent written and verbal communication, analytical, organisational, leadership, and problem-solving skills.
• Ability to work UK- and Australian-aligned hours from the Philippines, including occasional weekend coverage and Philippine public holiday work as required.

Preferred Experience and Personal Attributes

• Previous experience as a BPO Operations Manager supporting UK and Australian clients is highly preferred.
• Experience in technology platforms, SaaS, financial technology, financial education, or comparable service-based businesses.
• Experience in CRM optimisation, workflow automation, and process improvement initiatives.
• Familiarity with UK and Australian data protection requirements and relevant regulatory obligations.
• Highly organised, detail-oriented, and capable of managing multiple priorities and competing deadlines in a fast-paced environment.
• Strong leadership, sound decision-making, accountability, and a results-driven approach to operational excellence.

Technical & Work Requirements

• High-speed, reliable internet connection (minimum 50 Mbps download and upload).
• Backup internet connection.
• Backup power solution to ensure uninterrupted work.
• Willingness to work Australian or UK business hours.
• Flexibility to work weekends and public holidays when required.
• Available to start immediately.