Support Success Manager

About Xpress

Xpress is a Philippines-based mobility and technology company operating ride-hailing, EV and hybrid taxis, motorcycle taxis, concierge services, and corporate transport across Metro Manila and key regional cities.

We operate a 24/7 business where support matters in real time. A rider who cannot complete a trip, a driver whose earnings are affected, or an operational issue that is not resolved quickly can directly impact trust in the Xpress platform.

We want Support to do more than answer tickets. It should solve problems, protect the rider and driver experience, and help Xpress continuously improve.

About the Role

We are looking for a Support Success Manager to lead Xpress's Rider and Driver Support operations.

This is a hands-on leadership role responsible for the people, processes, systems, and service standards behind our support function. You will lead a team working across a mix of on-site and work-from-home arrangements, while this management role itself is full-time and on-site in Pasig.

You will ensure riders and drivers receive fast, accurate, and practical support across everyday enquiries, complaints, payments, account issues, safety concerns, booking problems, and operational escalations.

We are not looking for someone whose idea of good support is simply closing tickets quickly. We want someone who understands that the objective is to resolve the problem, protect trust, identify recurring issues, and prevent them from happening again.

You will work closely with Operations, Fleet, Product, Technology, Finance, Safety, Regulatory, and other teams to make that happen.

What You Will Do

1. Lead Rider & Driver Support

• Own the day-to-day performance of Xpress's Rider and Driver Support operations
• Lead, coach, and develop support team members across on-site and remote arrangements
• Establish clear responsibilities, escalation paths, service standards, and performance expectations
• Ensure appropriate coverage for a 24/7 mobility operation
• Build a team culture focused on ownership, empathy, speed, accuracy, and resolution

2. Service Quality & Performance

• Establish and improve key support metrics including response time, resolution time, first-contact resolution, CSAT, backlog, reopen rates, and escalations
• Monitor individual and team performance and address issues early
• Build practical dashboards and reporting that make performance easy to understand
• Conduct regular quality reviews of chats, calls, tickets, and other interactions
• Identify coaching opportunities and build improvement plans where required
• Balance speed with quality rather than optimizing one at the expense of the rider or driver experience

3. Escalations & Complex Cases

• Take ownership of significant or sensitive rider and driver escalations when required
• Ensure urgent issues involving safety, payments, accounts, fraud, incidents, or serious complaints reach the correct teams quickly
• Build clear escalation procedures so agents know what they can resolve and what requires specialist or management involvement
• Coordinate cross-functionally until important cases are properly resolved
• Identify recurring escalation themes and help address their underlying causes

4. Process Improvement

• Continuously review support processes and identify ways to make them simpler, faster, and more effective
• Reduce unnecessary transfers, repetitive steps, manual work, and avoidable escalations
• Build and maintain clear SOPs, escalation matrices, macros, workflows, and knowledge resources
• Ensure policy and product changes are quickly translated into clear guidance for the team
• Challenge processes that may technically be correct but create a poor rider or driver experience

5. Support Technology, Automation & AI

• Make effective use of CRM, ticketing, telephony, chat, workflow, and support management tools
• Identify opportunities to automate repetitive enquiries and administrative work
• Explore practical uses of AI to improve agent productivity, quality, consistency, knowledge retrieval, and self-service
• Work with Product and Technology teams to improve support tools and workflows
• Ensure automation improves the experience rather than making it harder to reach a person when human support is genuinely needed

6. Voice of the Rider & Driver

• Turn support interactions into useful intelligence for the wider business
• Identify recurring rider and driver pain points, product issues, policy confusion, and operational failures
• Produce regular insights showing what riders and drivers are contacting us about and why
• Work with Product, Operations, Fleet, Finance, and Technology to address root causes
• Measure whether changes reduce repeat contacts or improve the experience
• Ensure Support is not simply absorbing problems that should be fixed elsewhere in the business

7. Workforce & Team Management

• Plan staffing and schedules around demand, peak periods, service launches, and operational events
• Manage a distributed team effectively across office and work-from-home arrangements
• Ensure remote team members maintain the same quality, productivity, accountability, and service standards as on-site staff
• Monitor attendance, productivity, workload, and capacity
• Identify hiring and resourcing requirements before service levels are affected
• Develop team leads and senior agents who can independently manage day-to-day operations and escalations

8. Cross-Functional Coordination

• Work closely with Operations, Fleet, Finance, Product, Technology, Safety, Regulatory, and Marketing
• Coordinate support readiness for new products, service changes, promotions, city launches, and major operational initiatives
• Ensure the team receives accurate information before changes reach riders and drivers
• Support incident management during outages, payment issues, service disruptions, or other high-volume events
• Maintain clear communication with internal teams during major incidents

What We're Looking For

• 5+ years of experience in customer support, customer experience, contact center operations, service operations, or a related field
• At least 2 years of experience leading or managing a customer support or operations team
• Experience managing both people and operational performance
• Strong understanding of support metrics, quality management, workforce planning, escalations, and service improvement
• Experience handling high-volume or time-sensitive customer interactions
• Strong problem-solving skills and the ability to distinguish symptoms from root causes
• Comfortable using data and dashboards to manage performance and identify trends
• Experience with CRM, ticketing, chat, telephony, knowledge-base, or customer-support platforms
• Strong written and verbal communication skills
• Comfortable working across multiple departments to resolve recurring issues
• Able to work in a fast-moving environment where priorities can change quickly
• Able to work full-time on-site in Pasig

Nice to Have

• Experience in ride-hailing, mobility, logistics, delivery, fintech, e-commerce, marketplaces, or another 24/7 consumer platform
• Experience supporting both customers and supply-side partners such as drivers, couriers, merchants, or contractors
• Experience managing hybrid or distributed support teams
• Experience with customer support automation, chatbots, AI-assisted support, or self-service tools
• Familiarity with fraud, payments, safety, or marketplace-related support cases

The Ideal Candidate

• Thinks resolution, not simply ticket closure
• Understands that riders and drivers are both customers of the platform
• Is comfortable being close to frontline operations
• Uses data but still listens to individual customer experiences
• Can be empathetic without losing commercial or operational judgment
• Builds strong team leads rather than becoming the escalation point for everything
• Looks for root causes when the same issue keeps appearing
• Uses technology and automation to make support better and more scalable
• Understands when automation is useful and when a human needs to take ownership
• Is willing to challenge the business when a policy, process, or product creates avoidable support problems

Success in This Role Looks Like

Within the first 6–12 months, you should have:

• A clearly structured Rider and Driver Support organization with defined ownership and escalation paths
• Consistent service standards across on-site and work-from-home team members
• Improved response times, resolution times, first-contact resolution, and customer satisfaction
• Better visibility into support volume, performance, quality, and recurring issues
• A reliable quality assurance and coaching program
• Reduced backlog and unnecessary escalations
• Updated SOPs, knowledge resources, and support workflows
• Increased use of automation and AI for appropriate support activities
• Stronger coordination between Support and Product, Technology, Operations, Fleet, and Finance
• A clear process for turning rider and driver feedback into business improvements
• A reputation for running a support organization that solves problems rather than passes them around

Why Join Xpress

• Own a critical part of the experience — your team directly influences how riders and drivers experience Xpress
• Build, don't just maintain — improve the systems, processes, technology, and team as the company grows
• Real operational impact — support insights can directly influence Product, Operations, Fleet, and company decisions
• Room to innovate — introduce better tooling, automation, AI, and ways of working

Location: Pasig City, Metro Manila

Employment Type: Full-time, on-site

Team Setup: Combination of on-site and work-from-home support staff

Operations: 24/7 support environment

Xpress is an equal opportunity employer. We evaluate applicants based on merit and do not discriminate on the basis of race, gender, religion, disability, or any other protected status.

Pay: Php50,000.00 - Php60,000.00 per month

Benefits:

• Company events
• Health insurance
• Paid training

Work Location: In person

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