24/7 Technical Support Manager - Health Tech Leader

Dexcom Inc.; Cebu City; Hybrid; PHP 900,000 - 1,800,000; Full time

Job summary

Dexcom Philippines in Cebu City seeks a Technical Support Manager to lead a 24/7 team serving patients and caregivers using Dexcom CGM products. You will ensure a high quality patient experience by guiding staff through issue resolution, prioritization, and escalation while maintaining service excellence.

The role requires coaching, performance measurement, policy implementation, cross-functional collaboration, and preparation for new product launches.

Qualifications

• 5+ years in management in high-volume call center (health/tech preferred).
• Excellent English written and verbal communication.
• Ability to work with minimal supervision and adapt to priorities.

Responsibilities

• Guide team on issue resolution, coaching, monitoring goals and rewards.
• Oversee day-to-day activities and mentor Technical Support staff.
• Meet/exceed quality and service goals with proper staffing.
• Create, implement and interpret new policies for CGM staff.
• Collaborate with other departments to resolve customer needs.
• Improve processes to build a world-class Technical Support team.
• Ensure staff has the tools and environment to provide support.
• Handle escalated patient issues and prioritize investigations.
• Track and analyze team metrics; drive continuous improvement.
• Prepare the team for new product launches and commercialization meetings.
• Be on-call 24-7 for personnel and customer issues.

Skills

People management

Call center leadership

Training coaching

English communication

Independent worker

Regulatory knowledge

Education

Bachelor’s degree

Job description

Dexcom Philippines in Cebu City seeks a Technical Support Manager to lead a 24/7 team serving patients and caregivers using Dexcom CGM products. You will ensure a high quality patient experience by guiding staff through issue resolution, prioritization, and escalation while maintaining service excellence.

The role requires coaching, performance measurement, policy implementation, cross-functional collaboration, and preparation for new product launches.