Head of English Support

A leading web hosting and domain registration company is seeking a Head of English Support to own the end-to-end performance of the centralized English-language support organization. This pivotal leadership role ensures stable 24/7 operations while driving the strategic transition from reactive support to a value-oriented Customer Success model. The ideal candidate is an execution-strong leader who can scale AI-enabled service delivery, foster a high-performance culture, and lead from the front to ensure world-class customer outcomes. Responsibilities: Drive day-to-day English Support operations with disciplined execution; establish robust performance routines including daily ops, weekly reviews, and monthly deep dives. Ensure workforce models are optimized to balance quality, speed, and cost-efficiency while maintaining 24/7 operational stability. Drive value-based cross-sell and upsell enablement by identifying customer needs and promoting relevant solutions without compromising service quality or trust. Implement and scale AI-enabled tools (agent assist, automation, and knowledge quality) and drive adoption through rigorous governance and measurable impact. Support the organizational shift from reactive troubleshooting to a proactive, value-oriented Customer Success approach. Build and lead a high-performing team; set clear accountability standards, address underperformance early, and act as a visible role model for ownership. Partner closely with the Site Director, peer Heads of Competence, and global teams (QA, Training, Product, Enablement) to align on broader organizational goals. Own the process, training, and KPI tracking for all English Support activities, ensuring alignment with Group One leadership standards. Qualifications: Significant experience leading BPO, Shared Services, or Contact Center environments with a track record of owning end-to-end 24/7 operations. A "hands-on" leader who leads from the floor, is comfortable with change, and possesses a strong builder mindset for scalability. Experience transitioning teams toward Customer Success or AI-integrated service delivery models is highly preferred. Strong ability to manage KPIs, identify trends, and translate data into operational improvements. Native or near-native English proficiency; additional European language skills (e.g., German, Dutch, Danish, or Swedish) are a strong advantage for multi-market collaboration. Exceptional interpersonal skills with the ability to influence stakeholders across different geographies and departments. Work Setup: Hybrid Schedule: Mid-shift or Night shift (Supporting a 24/7 operations) Location: Cebu City By applying, you give consent to collect, store, and/or process personal and/or sensitive information for recruitment and employment, may it be internal to Cobden & Carter International and/or to its clients.