Customer Services Associate Manager

COMPANY
Global Rescue is the world’s leading membership organization providing integrated travel risk management services, including medical, security, intelligence and crisis response services to consumers, enterprises and governments. Founded in 2004 Global Rescue’s unique operational model provides best-in-class services that identify, monitor, and respond to threats and emergencies. For more information, please see www.globalrescue.com.

ROLE OVERVIEW

The Associate Manager, Member Services leads and oversees a remote/satellite office supporting the company’s emergency rescue services. This role is responsible for managing a multi-functional team composed of Supervisors, a Product Trainer, and a Quality Assurance Specialist to ensure high-quality, timely, and efficient customer support and rescue coordination. The Associate Manager plays a critical role in maintaining service excellence in high-pressure, time-sensitive situations.

RESPONSIBILITIES

• Operations Management

  • Oversee daily operations of the satellite customer service office, ensuring 24/7 readiness if required
  • Ensure efficient handling of inbound/outbound calls, emergency requests, and dispatch coordination
  • Monitor real-time service levels, queue performance, and response times
  • Act as incident commander for critical or escalated rescue cases

• Leadership & Team Management

  • Lead and mentor Supervisors to effectively manage frontline teams
  • Provide direction and oversight to the Product Trainer and QA Specialist to align training and quality standards with operational goals
  • Conduct regular performance reviews, coaching sessions, and succession planning
  • Foster a culture of accountability, collaboration, and customer-centricity

• Training & Development

  • Partner with the Product Trainer to ensure all team members are fully trained on rescue protocols, systems, and customer handling
  • Identify skill gaps and implement continuous learning programs
  • Ensure new hires are effectively onboarded and certified before handling live cases

• Quality Assurance & Compliance

  • Work closely with the QA Specialist to define and enforce quality standards
  • Review audit results, customer feedback, and call evaluations to drive improvements
  • Ensure compliance with company policies, regulatory requirements, and safety protocols

• Customer Experience & Escalations

  • Handle complex or high-risk escalations, including emergency and life-critical situations
  • Ensure all customer interactions are handled with empathy, urgency, and professionalism
  • Drive initiatives to improve customer satisfaction and loyalty

• Cross-Functional Coordination

  • Collaborate with medical operations, security operations, intel, and other departments
  • Ensure seamless communication between satellite office and headquarters
  • Support operational alignment during large-scale incidents or peak demand periods

• Reporting & Performance Management

  • Analyze KPIs such as SLA adherence, response times, and quality scores
  • Prepare and present operational reports and insights to senior management
  • Use data to identify trends, risks, and opportunities for process improvements

• Process Improvement

  • Identify inefficiencies in workflows and implement solutions to enhance productivity
  • Drive automation, system improvements, and best practices in customer service operations
  • Lead continuous improvement initiatives across training, quality, and operations

• Administrative and Workforce Management

  • Support recruitment activities including manpower planning, interview coordination, candidate evaluation, and onboarding processes
  • Partner with HR and leadership teams to ensure staffing requirements are met based on operational needs
  • Oversee attendance monitoring, timekeeping validation, and schedule adherence of team members
  • Review and endorse payroll-related inputs including overtime, leave records, shift differentials, and attendance discrepancies

QUALIFICATIONS

• Bachelor’s degree in Business Administration, Communications, or related field (or equivalent experience) is preferred
• 5+ years of experience in customer service or contact center operations
• At least 2–3 years in a leadership role managing supervisors or multiple functional roles
• Experience in emergency services, logistics, dispatch, or rescue operations is highly preferred
• Strong leadership, crisis management, and decision-making skills
• Excellent communication and stakeholder management abilities
• Proficiency in CRM systems, workforce management tools, and reporting platforms
• Requires flexibility for shift work, including nights, weekends, and holidays

LOCATION: Manila, Philippines (Full-time onsite)

**COMPENSATION:**Based on experience + bonus + benefits