The Manager, Customer Service Front Line- Philippines is a key leader within CyberMaxx, responsible for overseeing day-to-day operations of our 24x7 Security Operations Center team members based in The Phillippines. This includes team leadership, service delivery, operational efficiency, client satisfaction, and continuous improvement of our Managed Detection and Response (MDR) capabilities.
You'll partner closely with internal stakeholders across Engineering, Sales, and Client Success to ensure our services exceed expectations and scale with growth. The ideal candidate is a proactive, metrics-driven leader who can inspire a high-performing team and ensure our clients feel confident and secure in our hands.
Job Type & Schedule:- Full-time, 40 hours per week, 8 hours per day with 1hour unpaid break
- Monday to Friday, shifting schedule (may include weekend and overnight shifts)
THIS POSITION IS REMOTE BUT MUST BE LOCATED IN THE PHILLIPPINES. Key Responsibilities:- Team Leadership: Manage and develop a team of SOC analysts and leads. Provide coaching, performance feedback, and development opportunities to grow talent and maintain strong team morale.
- Operational Oversight: Drive daily execution of SOC services, ensuring all detection, response, and escalation activities align with SLAs and client expectations.
- Service Excellence: Monitor KPIs and service metrics to assess effectiveness, identify areas for improvement, and support data-driven decisions.
- Strategic Planning: Contribute to staffing strategies, platform enhancements, and process optimization to support scalability and innovation.
- Client Engagement: Act as an escalation point and trusted advisor for client inquiries and incidents. Participate in onboarding and ongoing service reviews.
- Cross-Functional Collaboration: Partner with Engineering and Sales teams to define service enhancements and support pre-sales engagements.
- Process Ownership: Lead the development and enforcement of SOC standards, playbooks, and documentation to ensure consistent, high-quality service delivery.
- Budget & Resource Management: Assist in forecasting and managing operating budgets, staffing needs, and capital expenditures related to SOC operations.
- Security Leadership: Participate in business continuity, disaster recovery, and incident response planning activities.
Qualifications:- 5+ years of experience leading a security operations or managed services team, preferably in the cybersecurity or professional services industry.
- Proven experience managing teams in a fast-paced, high-stakes environment.
- Bachelor's degree in business, information security, or a related field.
- Strong knowledge of security operations, detection and response technologies, and service delivery models.
- Excellent leadership, communication, and interpersonal skills.
- Ability to interpret and present technical information to both technical and non-technical audiences.
- Demonstrated success in managing metrics, KPIs, and continuous service improvement initiatives.
Nice to Haves:- Experience supporting MSSP or MDR services.
- Familiarity with cybersecurity compliance frameworks (e.g., NIST, ISO 27001).
- Hands-on knowledge of SIEM, EDR, SOAR platforms, and threat intelligence tools.
Technical Requirements: - Internet speed of at least 100 Mbps with a reliable backup connection
