Support Team Lead – PH

ABOUT MONEYTHOR

Moneythor is an award-winning software company founded in 2013. We provide banks and fintech firms with a modern toolkit to enhance their digital banking services with the prime focus of generating data-driven personalised and contextual recommendations for their customers.

Since inception, Moneythor has set a mission for itself to make digital financial services more relevant, more personal and to wipe out the myth that you cannot get great financial insights when you visit your financial institution online.

Moneythor is headquartered in Singapore and with presence in Dubai, London, Paris, Sydney, Tokyo, and further expansion in progress. Our solution is currently used by financial institutions globally.

OVERVIEW:

Do you have a clear sense of what world-class support organization should look like? Have you been looking for that opportunity to make your vision a reality? Do you believe that there can be no business success without client success? If you answered yes to these questions, then this might be the perfect role for you! We are seeking an experienced and driven Head of Support to lead our technical support operations. This role will be responsible for managing our L1 and L2 Support Engineers based in the Philippines and driving continuous improvement in client support, service reliability, and internal processes. This is a remote role based in the Philippines, ideally in Manila.

RESPONSIBILITIES

• Lead and manage a growing team of L1 and L2 Support Engineers
• Ensure high-quality and timely handling of client requests in line with SLA commitments
• Define and continuously improve support processes, workflows, and escalation protocols
• Serve as the escalation point for critical incidents and client complaints
• Collaborate closely with Engineering, Delivery, and Product teams to ensure seamless client experience
• Establish and track KPIs to measure support performance and team productivity
• Support recruitment, onboarding, and training of support team members
• Oversee the development and upkeep of support documentation, training content, and the internal knowledge base
• Promote automation and scripting initiatives to enhance operational efficiency
• Foster a culture of accountability, responsiveness, and customer-centricity within the support team
• Provide regular reporting and insights to the management team
• Ensure all required internal reporting tasks are completed accurately and on time

• Bachelor’s Degree in Computer Science, Information Technology, or equivalent
• At least 5 years of relevant experience in support leadership roles
• Proven experience in managing and scaling remote support teams
• Strong knowledge of support tools, SLA management, and escalation frameworks
• Familiarity with the Financial Services or PFM domain is a plus
• Intermediate knowledge in JavaScript/ programming
• Solid understanding of technical troubleshooting, root cause analysis, and incident management
• Excellent communication, stakeholder management, and conflict resolution skills
• Experience with scripting or light automation (e.g., JavaScript) is a strong advantage
• Adaptable, proactive, and results-oriented leader