Head of English Support – Cebu
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The Head of English Support owns end-to-end performance of the centralized English-language support organization in Cebu. The role ensures stable 24/7 operations, strong people leadership, and continuous improvement while supporting the transition from reactive support to Customer Success and increased AI-enabled service delivery.
Key responsibilities
Operational leadership
Run day-to-day English Support operations with strong execution discipline
Establish clear performance routines (daily ops, weekly reviews, monthly deep dives)
Ensure workforce models support quality, speed, and cost efficiency
Drive value-based cross- and upsell enablement within English Support by identifying customer needs, promoting relevant solutions, and ensuring compliant, high-quality execution aligned with Customer Success principles.
Own the operational readiness and performance of X-/Upsell activities in E-Support (process, training, quality, KPIs), in close alignment with group leadership, without compromising service quality or customer trust.
Customer Success & AI enablement
Support the transition from reactive support to value-oriented Customer Success
Implement and scale AI-enabled tools (agent assist, automation, knowledge quality)
Drive adoption through governance, quality controls, and measurable impact
People leadership & culture (scope-specific)
Build and lead a high-performing English Support organization
Set and enforce professional standards and clear accountability within the EN-Support scope
Address underperformance early and consistently
Act as a visible role model for ownership and execution
Stakeholder collaboration
Work closely with the Site Director and peer Heads of Competence
Partner with QA, Training, Product, and Enablement teams to improve outcomes
Leadership profile required
Proven leadership experience in BPO / Shared Services / Contact Center environments
Strong track record in 24/7 operations and KPI ownership
Hands-on leader who leads from the floor, not only via reports
Execution-strong, structured, and comfortable with change
Builder mindset with focus on scalability and talent development
Additional European language skills (for example German, Dutch, Danish, Swedish) are considered a strong advantage and support effective collaboration with multi-market stakeholders.
We welcome talent in all its diversity. Your gender, background, age, beliefs, or personal story do not define your opportunities here, what matters to us is mutual respect, personal appreciation, and creating a workplace where motivation and collaboration thrive.
We believe in supporting your personal and professional growth, recognising you as both an individual and a valued team member.
We want to continue to grow with you and why we look forward to getting to know you.
- Department
- Customer Service
- Locations
- Cebu City
- Remote status
- Hybrid
- Employment type
- Full-time
About one.com
Welcome to one.com, where innovation meets passion. We are a leading web hosting and domain registration company dedicated to empowering individuals and businesses online. Since 2002, we have been committed to delivering reliable, user-friendly, and affordable web services. Our mission is to make it easy for anyone to build and maintain an online presence, and we believe in integrity, innovation, and putting our customers first.