Supervisor- Learner Support Services (Night Shift, PH)
Manila
COGS – Support /
Full-time /
On-site
At Instructure, we believe in the power of people to grow and succeed throughout their lives. Our goal is to amplify that power by creating intuitive products that simplify learning and personal development, facilitate meaningful relationships, and inspire people to go further in their education and careers. We do this by giving smart, creative, passionate people opportunities to create awesome.
And that's where you come in:
Parchment, by Instructure, is seeking a Supervisor, Member Services to lead and support our high-performing learner support team in Manilla. In this role, you will be responsible for overseeing day-to-day operations, ensuring service excellence across all support channels (phone, chat, and web case), and coaching team members to achieve performance and quality goals. You’ll play a critical role in maintaining our high customer satisfaction standards, resolving escalations, and driving continuous improvement within the team.
What You’ll Do
- Lead and supervise a team of Learner Support Representatives (LSRs), providing ongoing coaching, mentorship, and performance feedback
- Monitor daily operations, ensuring timely and accurate resolution of learner inquiries across phone, chat, and support ticket systems
- Handle and resolve escalated or complete customer issues, ensuring a positive learner experience
- Track and analyze individual and team performance metrics, including AHT, FCR, quality scores, adherence, and productivity
- Conduct team meetings, and quality calibration sessions
- Collaborate with internal stakeholders to escalate systemic issues and recommend improvement to tools, processes, and knowledge resources
- Identify training needs and support onboarding and continuous learning initiatives
- Ensure training needs and support onboarding and continuous learner initiatives
- Ensure team compliance with policies, procedures, and data entry standards
- Foster a positive, supportive, and accountable team culture aligned with Parchment’s values
What We’re Looking for
- Proven experience in a customer support or call center environment, including at least 1-2 years in a supervisory or team lead role
- Strong leadership and people management skills with the ability to motivate and develop high-performing teams
- Excellent communication, problem-solving, and conflict resolution skills
- Experience with performance management tools and reporting metrics
- Comfort with troubleshooting basic technical issues and guiding teams to do the same
- Highly organized with the ability to prioritize tasks and manage shifting workloads
- Strong attention to detail and commitment to process adherence and quality
- Proficiency with support platforms and tools (e.g., Salesforce, ticketing systems, telephony software)
- Comfortable working in a fast-paced, high-volume support environment
- Familiarity with virtual collaboration platforms (e.g., Slack, Zoom, Google Workspace, MS Office)
Bonus Points If You Have
- Experience working in education or with student-focused services
- Knowledge of Parchment or Instructure products and services
- Prior experience managing remote or hybrid teams
- Certification or training in leadership, coaching, or workforce management
What You’ll Bring to the Team
- A consumer-first, customer-obsessed mindset
- A collaborative and transparent leadership style
- A proactive, solution-oriented approach to operational challenges
- The ability to remain calm and effective under pressure
- A passion for coaching and helping others grow
Get in on all the awesome at Instructure!
- We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:
- Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.
- Flexible schedules and a remote-friendly culture, with hybrid or onsite work options available in some regions for specific roles
- Generous time off, including local holidays
- Comprehensive wellness programs and mental health support
- Annual learning and development stipends to support your growth
- The technology and tools you need to do your best work — typically a Mac, with PC options available in some locations
- Motivosity employee recognition program
- A culture rooted in inclusivity, support, and meaningful connection
We believe in hiring great people and treating them right. The more diverse we are, the better our ideas and outcomes.
Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate.
All employees must pass a background check as part of the hiring process. To help protect our teams and systems, we’ve implemented identity verification measures. Candidates may be asked to verify their legal name, current physical location, and provide a valid contact number and residential address, in accordance with local data privacy laws.
Any attempt to misrepresent personal or professional information will result in disqualification.
