Manager, Customer Support (Philippines)

The dbt Labs Support team works with a combination of self-service and enterprise customers who commonly reach out for assistance in getting set up with our product, understanding best practices in using the platform, adopting new features or for help troubleshooting bugs (every product has them!)

We are looking to hire a manager that will build a brand new team of frontline Customer Support Specialists who will triage incoming tickets, rapidly reach a mutual understanding of the problem what what “fixed” looks like, and rapidly connect people with knowledge when an issue is known and escalate to Support Engineer when it is not.

In this role, you can expect to:

• Successfully onboard and ramp new Customer Support Specialists
• Drive your team to surprise and delight our dbt Cloud users who are stuck and need our help.
• Drive accountability to operational excellence with kindness and empathy
• Set shift schedules for your team that balance coverage with opportunities for professional development and cross-functional communication
• Establish clear handling guidelines, including follow-the-sun handoff procedures
• Complete regular quality reviews of your teams work and deliver clear, actionable feedback
• Evolve our support processes with a focus on continuous improvement
• Drive your team’s readiness to support new products and features

You are a good fit if you:

• Have significant experience in Technical and Billing Support, ideally at a company with a Cloud SaaS offering
• Have experience as a people manager, preferably at a growth-stage startup
• Have established a new team or function and scaling it to at least 6-8 people
• Have worked on a global team — you are familiar with follow-the-sun work allocation, the nuances of coaching support specialists through local cultural sensitivities amongst customers and varying your management style to account for local norms.
• Have strong project/program management skills — you are a highly structured arranger and facilitator and are energized by bringing order to chaos

You'll have an edge if you:

• Can perform analyses with self-service analytics (Looker, Mode)
• Can read and determine the intent of a SQL query and write straightforward queries involving SELECT, JOIN, and WHERE.

Compensation & Benefits

• Salary: ₱1,012,350 - ₱1,369,650
• Benefits: For employees outside the United States, dbt Labs offers a competitive benefits package.

• Interview with a Talent Acquisition Partner 
• Interview with Hiring Manager 
• Working session 
• Team Interviews 
• Final Interview with one of our Values Carriers

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