Sr Manager, Customer Experience

Location

This is a hybrid role. Our office is located at Arthaland Century Pacific Tower, 5th Avenue, BGC. This role requires going to our office at least one day a week.

Role Hours

The expected working hours for this position are from 12:00 AM to 9:00 AM, based on the Philippine Time Zone (PHT).

About Point

✨ Real Impact, Real People: Our mission at Point is to make homeownership more valuable and accessible. Your work directly helps homeowners access their wealth, achieve financial flexibility, and realize life changing goals.

✨ Funding: With over $175M raised from top investors like Andreessen Horowitz, WestCap, Greylock, and Prudential, we’re scaling fast! You have the opportunity to join us at a pivotal stage.

✨ Game-changing Product: We're building a category defining company in home equity. We’ve earned a 4.7 Trustpilot rating and an A+ from the BBB, a testament to the value we provide to our 20,000+ customers.

✨ Great Place to Work: Our employees love working here! We are a Certified Great Place to Work and a Fortune Best Workplaces in the Bay Area.

✨ Hybrid Collaboration, Connected Culture: Based in the Philippines, this hybrid role offers flexibility while fostering strong connection through in-person moments, cross-functional teamwork, and a people-first culture that prioritizes collaboration, belonging, and shared success. 

About the role

We’re looking for a proven people and operations leader to join Point as Senior Manager, Customer Experience, based in our Manila office. This role leads our ~50 person Customer Experience organization that is responsible for inbound homeowner communications across phone and email, as well as targeted outbound and administrative support that directly enables our sales motion.

Customer Experience at Point is a core part of how we convert interested homeowners into funded customers. As Senior Manager, you’ll be accountable for delivering fast, high-quality support at scale while ensuring the team consistently reinforces Point’s sales motions through disciplined follow-ups, document collection, and appointment coordination.

Your responsibilities

• Lead and scale Point’s Manila-based Customer Experience organization, managing managers and team leads and owning end-to-end performance across all inbound and outbound support channels (phone, text, chat, and email).
• Set and enforce high standards for service quality and execution, ensuring strict SLA adherence, high CSAT, and consistent homeowner experiences while actively supporting Point’s sales motions through follow-ups, document collection, and appointment coordination.
• Partner closely with Sales leadership to align on priorities, escalation paths, and shared homeowner outcomes, ensuring Customer Experience efforts directly contribute to funding conversion.
• Run the business using data and performance metrics to identify issues, improve efficiency and quality, and surface recurring homeowner friction and operational insights to Product and Operations.
• Act as a senior leader in the Manila office, setting high standards for execution, accountability, and cross-functional collaboration.
• Build and sustain a strong leadership bench by coaching managers, setting clear expectations, and supporting workforce planning and succession to ensure long-term scalability.

About you

• 8+ years of progressive leadership experience in customer support or contact center operations, with 2+ years managing managers or team leads.
• Proven leader of large, high-volume support teams in Manila, with a strong understanding of the local talent market and leadership expectations.
• Data-driven, execution-oriented operator who runs metric-based teams focused on SLA adherence, CSAT, and consistent quality at scale.
• Strong understanding of how Customer Experience supports sales motions and influences revenue outcomes.
• Confident, effective communicator who can partner with Sales leadership and manage senior peers.
• Comfortable in fast-growing, evolving environments; thrives when structure is still being built.
• Excellent written and verbal English communication skills.
• Experience supporting high-consideration or financially complex products, where customer interactions influence conversion or funding outcomes, is a plus.

Our benefits

• Competitive Pay: Market-leading salary with regular reviews and comprehensive health insurance for you and your dependents.
• Career Advancement: Structured development programs, certifications, promotion tracks, and access to an educational reimbursement program to support your career growth.
• Work-Life Balance: 18 holidays, and hybrid work options in a supportive environment.
• Support for Your Work: Get set up for success with company provided Mac equipment and monitor, and a one-time home office reimbursement to create a productive workspace.
• Global Experience: Collaborate with an international team and learn from global practices.

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