Front Line Support Manager
Job Description
Ready to shape the future of customer support on a global scale? Reuters is looking for a Frontline Support Manager to lead a worldwide support organization and play a key role in transforming how we serve customers. Beyond managing a team of analysts and Team Leads, you'll drive innovation through AI, automation, and data-driven insights, helping reduce customer effort and improve the overall support experience. This is an opportunity to influence business decisions, develop future-ready support strategies, and build a high-performing team that delivers real impact for customers and the organization alike.
Key Responsibilities
1. Team Leadership and People Management
Lead, mentor and develop second-line Team Leads, holding them accountable for the performance and development of their own teams.
Lead, develop and empower a team of frontline support analysts with specialties in customer technical support and editorial support.
Provide regular coaching, training and performance evaluations.
Own team scheduling and shift design to ensure adequate coverage across all support channels and the APAC, EMEA and AMERS shift boundaries, including handover quality between regions.
Develop, implement and refine service and operating level KPIs to improve service delivery and response times.
Translate Reuters Customer Solutions priorities into the frontline operating plan, including performance standards, process improvement and resource recommendations.
Own frontline hiring: define role requirements, lead selection and make hiring decisions for analyst and lead vacancies. Design structured onboarding so new hires reach competence on a documented timeline, not by osmosis.
Build succession depth and leadership capability within the frontline team.
Address employee concerns directly and manage workplace issues, including formal grievances, with fairness and timely resolution.
Single point of contact and site coordinator for Reuters staff in Manila ensuring safety and liaison with local site leaders.
2. Incident and Problem Management
Ensure timely resolution of customer inquiries and incidents in line with SLAs and ITIL frameworks.
Escalate complex issues to second-level support with complete context. An escalation is a warm handoff with documented diagnostics, not a reassigned ticket.
Manage high-severity incident swarming and stakeholder communication. For P1 incidents the frontline manager is the initial incident coordinator until a formal Incident Manager joins.
Own first-level incident, problem and feedback processes within the service management process stack. Drive continuous improvement.
Raise, own and drive Problem records to closure in the work management system — stated root cause, agreed acceptable level, quantified remediation benefit.
Identify recurring themes across the organization and convert them into problem prevention rather than repeat incident handling.
3. Capacity, Data and Reporting Ownership
Own the frontline capacity model: documented success definition, key metrics, warning and breaking thresholds at analyst, team and functional-area level.
Produce frontline reporting end to end. Build and maintain it yourself or through your Team Leads. Reporting accountability does not transfer to an analyst or a shared resource.
Forecast resource needs and manage the allocated frontline operating budget.
Maintain a defensible baseline for every headline metric. State the population a figure measures whenever it is presented.
Reconcile conflicting figures before they are reported upward. Flag data limitations without being asked.
Perform and document root-cause analysis on volume drivers. Quantify what a remediation removes and what that effort buys.
Generate reporting on team performance, incident trends and service improvements to a cadence agreed with the Director of Service Enablement.
4. Customer Experience, Quality and Knowledge
Own the frontline approach to customer experience,…