Paul Mandie Cubid

Hi! I’m Paul Mandie Cubid, a results driven and people-centered Customer Support Team Lead with over 9 years of professional experience in customer service, 2+ of which in leadership roles in BPO and SaaS-driven environments.

My core strength lies in leading high-performing support teams and empowering them to deliver excellent customer experiences across voice, chat, and email channels. I specialize in team coaching, performance tracking, and continuous process improvement, consistently driving KPIs such as CSAT, AHT, QA, and FCR to exceed client expectations.

In my previous roles, I’ve managed and trained support teams of up to 15 agents, resolved client escalations, and implemented SOPs that streamlined ticket handling and reduced errors by over 30%. I am highly proficient in tools like Zendesk, Intercom, Freshdesk, Gorgias, HubSpot CRM, Salesforce, and communication tools like Slack, Zoom, and Dialpad. I also have hands-on experience creating and improving knowledge base content and training materials.

My work style is collaborative and strategic. I am data-driven when making decisions and passionate about developing people. One of my proudest accomplishments was reducing team absenteeism and improving overall performance through structured 1:1 coaching and morale-boosting engagement strategies. I also actively contributed to process improvement initiatives that led to measurable gains in efficiency and customer satisfaction.

What sets me apart is my ability to adapt quickly, lead with empathy, and stay calm under pressure. Whether I’m onboarding new team members, handling escalations, or analyzing team metrics, I always stay focused on delivering value to both the customer and the business.

If you're looking for a seasoned Customer Service Leader who can scale your support operations, improve customer retention, and build strong internal teams remotely—I’d love to connect and help you grow.

Let’s work together to create amazing support experiences that leave a lasting impact. 🌟