Skyro is a rapidly expanding fintech company serving thousands of customers in the Philippines through our lending business. Our mission is to evolve into a full-fledged financial ecosystem, delivering cutting-edge solutions that make financial services more accessible, efficient, and secure for everyone.

What you will do:

• Run daily support operations: queue health, SLA, backlog, escalations

• Act as primary escalation owner for merchant-critical issues (POS downtime, settlement delays, device issues)

• Coordinate with Product, IT, Ops, and Sales to drive issue resolution

• Maintain and improve support workflows, SOPs, and escalation paths

• Monitor key metrics and lead weekly RCA and issue burn-down

• Coach agents on case handling, prioritization, and merchant communication, motivate them and foster their professional growth

• Support controlled rollouts, pilots, and process changes

What you should have:

• 3–6 years in customer support operations or team leadership (B2B preferred)

• Experience owning queues, SLAs, and escalations

• Exposure to payments, POS, fintech, or merchant support environments

• Comfortable with ticketing tools, basic analytics, and process documentation

• Strong operational judgment under pressure

• Clear, structured communication (Taglish for merchants, English for internal teams)

• Bias to action; able to make decisions with incomplete information

• Calm, firm, and practical leadership style

• Systems thinker with hands-on execution mindset

What happens after you apply?

We review applications on a rolling basis and aim to get back within 2–3 business days. If there’s a fit, we’ll reach out. If you don’t hear from us within 2–3 weeks – consider it a pass. Thanks for taking the time – we appreciate your interest. 🚀

Collaboration Notice

Please note that the workday should start no later than 2 PM (GMT+8)/7 AM (CET) to ensure effective collaboration within our international team.