Who Are We?

Sprout Solutions is the largest homegrown B2B SaaS company* and the most trusted HR tech company in the Philippines. Our cloud-based platform automates and simplifies manual and complex HR processes, reducing time spent on admin work, and eliminating common HR pain points across the employee lifecycle.

With an ecosystem of innovative HR solutions and a growing number of core business offerings, we’ve been awarded by top global software review sites like G2 and Capterra, recognized among the top 10 on the Philippines Growth Champions list for two years running, and a certified Great Place to Work.

*by Annual Recurring Revenue

North Star

At Sprout, we take pride in being exceptional and unique, just like our Rockstars!

Our North Star is “To impact the life of every Filipino by improving business in the Philippines.” This serves as our guide and inspires us to go above and beyond and deliver excellence in everything we do.

Experience Life at Sprout

Get an exclusive look at what it’s like to work with us. Join our vibrant community of innovators and changemakers.

Core Values

Customers - We prioritize customer needs and obsess over their success.
Agility & Innovation - We move fast, embrace change, and pioneer new solutions.
Integrity & Respect - We act with honesty and treat everyone with utmost respect.
Leadership & Passion - We lead by passion, purpose, and example.
Grit - We hustle hard and learn from failure.

Our Culture

Radical Candor - We challenge directly and care personally. This is the bedrock of successful and meaningful collaboration.
Open-door Policy - Our Rockstars are free to discuss any work-related issues because every voice is heard and respected.
What’s your 1% for today? - It's a simple question that inspires us to learn something new every day, no matter how small.
Fail fast, fail forward - We’ve adopted a growth mindset: we embrace challenges, learn from criticism, and find inspiration in the success of others.

Join the market leader in growth and innovation.

With Sprout, you’ll have the opportunity to grow, innovate, and have fun as a market leader. Just like the roots of a tree, we’ll provide the tools, resources, and support you need to develop your skills and make a real impact. Start your journey. Be a Rockstar today.

Head of Support (Hybrid)

Mandaluyong City, National Capital Region, Philippines

Full Time

Customer Advocacy

Senior Manager/Supervisor

We are seeking a dynamic and experienced Leader to guide our customer support team and enhance the service experience for our diverse client base. In this role, you will be responsible for developing and implementing support strategies, managing a team of support professionals, and ensuring that our clients receive timely, effective, and empathetic assistance.

Key Responsibilities:

Leadership and Management:
- Lead, mentor, and inspire a team of support agents to deliver exceptional service.
- Foster a positive and collaborative team culture focused on continuous improvement.
Strategic Development:
- Develop and execute a comprehensive support strategy aligned with company goals and customer needs.
- Identify trends and areas for improvement to enhance service efficiency and effectiveness.
Client Engagement:
- Build strong relationships with key clients to understand their needs and ensure satisfaction.
- Oversee the resolution of escalated issues, providing guidance and support to the team.
Performance Monitoring:
- Establish and track key performance indicators (KPIs) to measure team performance and client satisfaction.
- Analyze support metrics and customer feedback to identify areas for growth and development.
Collaboration:
- Work closely with product, sales, and engineering teams to ensure a seamless customer experience.
- Participate in product development discussions to advocate for customer needs and feature requests.
Training and Development:
- Design and implement training programs to equip the support team with the knowledge and skills necessary to excel.
- Promote a culture of learning and development within the support organization.
Technology and Tools:
- Evaluate and implement support tools and technologies to improve service delivery and operational efficiency.
- Stay current with industry trends and best practices to ensure our support offerings are competitive.

Qualifications:

Proven experience in leading and managing support teams, with a strong focus on customer success.
7+ years of experience in customer support or service management, preferably within a SaaS environment.
Excellent communication and interpersonal skills, with the ability to build rapport with clients and internal teams.
Strong analytical and problem-solving skills, with a data-driven approach to decision-making.
Experience with support software and tools (e.g., Zendesk, etc.) and a solid understanding of support metrics.

Sprout Solutions provides equal Opportunity Employment and Welcomes applications from all sectors of the society. Discrimination on the basis of race, religion, age, nationality, ethnicity, gender, citizenship, civil partnership status, or any other grounds as protected by law.

Disclaimer

Before we proceed with your application, this is to confirm that you voluntarily give your consent to the following:

I intend to apply for a position with Sprout Solutions Inc.
I voluntarily sent my Resume/CV to Sprout Solutions Inc.
I agree to give my consent to my personal and sensitive Information for facilitating my application with Sprout Solutions Inc., In accordance with Sprout Solutions Inc. Privacy Statement and the Data Privacy Act of 2012.
I agree to be contacted by Sprout Solutions Inc. and its 3rd Party Reference provider for the purpose of processing my Job Application.

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