Director of Partner Support
Pax8
Be the Leader Who Elevates Partner Experience at Scale
Pax8 is building the technology marketplace of the future—fast‑growing, high‑energy, and unapologetically people‑first. We simplify the cloud journey for thousands of partners globally through cutting‑edge technology, business intelligence, and proactive service.
As our Director of Partner Support, you’ll architect excellence across our Support & Provisioning centre—guiding multiple teams, driving operational mastery, and shaping a world‑class partner experience. If developing leaders, elevating service delivery, and scaling high‑impact operations light you up, this is your stage.
This role will be based in our office in Makati, Manila, working a night shift (10:00pm - 8:00am). Employees are required to attend the office 5 days/week.
What You’ll Lead & Deliver?
Drive Operational Excellence:
Oversee day‑to‑day operations across technical support and software provisioning teams.
Ensure service delivery aligns with SLAs, documented processes, and global support standards.
Shape Strategy & Improve Continuously:
Partner with Global & Regional Support Leadership to evolve our Partner Services strategy.
Optimize workflows, reporting, and tech utilisation to increase efficiency and scalability.
Champion knowledge creation and use of Knowledge Base systems.
Own KPIs & Service Success:
Establish and track KPIs, OKRs, and performance metrics across teams.
Maintain exceptional CSAT through quality, escalations management, and service consistency.
Build High‑Performing Teams:
Develop leaders and team members through coaching, accountability, and strong cultural alignment.
Promote collaboration, innovation, and a shared ownership mindset.
What You Bring?
5+ years leading or establishing shared service/support centres.
5+ years managing large technical support teams (MSP/SaaS industry experience ideal).
Demonstrated ability to lead, coach, and empower managers.
Strong understanding of SMB technology needs and MSP operating environments.
Proven ability to turn strategy into execution—at scale.
Ability to stay calm under pressure and handle escalations with confidence.
Ability to to influence effectively at a corporate level and build alignment with global stakeholders and departments.
Experience managing budgets, tracking KPIs, and leading large teams.
Desire to navigate the challenges of a rapidly growing company and an expanding vendor ecosystem.
Certifications like ITIL, MCSA, MCSE, VCP are a plus.
Why join Pax8?
Well here are a few points of how we value our greatest assets:
At Pax8, we want to support you in both work and play. Sometimes there isn't enough time for the latter, which is why Pax8 offers an additional 2 weeks of bonus leave every year! AND YES, the 2 weeks are available from your first day!
In addition to the above, we offer all our employees Private Health Insurance. Beneficial for when life happens!
Unlimited growth through our learning & development (L&D) programs in an environment that fosters internal promotions, helping you gain the necessary skills to reach the next step in your professional journey!
Connecting with our community is important – which is why we have our donation matching program, DEI-B events, and our employee resource groups to ensure everyone feels at home at Pax8.