24/7 Technical Support Manager — Hybrid Role

Cambridge University Press & Assessment; Manila; Hybrid; PHP 625,000 - 859,000; Full time

Benefits offered by this job

HMO Coverage

Life Insurance on Day 1

Paid Annual Leaves

Hybrid work arrangement

Career growth opportunities

Job summary

Cambridge University Press & Assessment in Manila is recruiting a Technical Support Manager to lead a 24/7 customer and technical support team across multiple channels from our Manila location. The role combines hands-on operational management with a broader strategic remit to drive customer experience improvements.

The ideal candidate will bring proven people management experience, strong IT troubleshooting skills, and the ability to collaborate across product, technology, and business

Qualifications

• Experience leading customer support teams to deliver high-quality service outcomes.
• Strong performance management, coaching, and workforce planning.
• Proficiency in IT troubleshooting and using Zendesk.
• Ability to analyze performance data and produce management reports.
• Excellent communication and collaboration across cross-functional teams.

Responsibilities

• Lead the day-to-day management of a 24/7 customer and technical support team across phone, web tickets, live chat, and social media channels.
• Ensure service levels, KPIs, and operational standards are achieved while positioning Customer Services as a key business enabler.
• Coach, develop, and manage team performance, supporting recruitment, training, career development, and employee engagement.
• Collaborate with product, technology, and business stakeholders to share customer insights, improve platforms, and enhance the customer experience.
• Drive operational excellence through process improvement initiatives, projects, and innovation that increase efficiency, scalability, and service quality.

Skills

People management

Customer support

Technical troubleshooting

Zendesk

Data analysis

Stakeholder engagement

Tools

Zendesk

Job description

Cambridge University Press & Assessment in Manila is recruiting a Technical Support Manager to lead a 24/7 customer and technical support team across multiple channels from our Manila location. The role combines hands-on operational management with a broader strategic remit to drive customer experience improvements.

The ideal candidate will bring proven people management experience, strong IT troubleshooting skills, and the ability to collaborate across product, technology, and business