Customer Service Manager

Job Summary

Leading a remote team of Security Operations Center analysts, the full-time Manager, Customer Service Front Line will oversee daily operations, ensuring service delivery, client satisfaction, and continuous improvement in the Philippines.

Key Responsibilities:

• Manage and develop a team of SOC analysts, providing coaching and performance feedback
• Drive daily execution of SOC services, aligning activities with SLAs and client expectations
• Monitor KPIs and service metrics to identify areas for improvement and support data-driven decisions

Required Qualifications:

• 5+ years of experience leading a security operations or managed services team in cybersecurity or professional services
• Bachelor's degree in business, information security, or a related field
• Strong knowledge of security operations, detection and response technologies, and service delivery models
• Proven experience managing teams in a fast-paced, high-stakes environment
• Demonstrated success in managing metrics, KPIs, and continuous service improvement initiatives