Job Description

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
REQUIREMENTS:
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

Skills Required