CGM Technical Support Team Lead

20 DexCom Philippines Inc; Manila; On-site; PHP 700,000 - 1,100,000; Full time

Benefits offered by this job

Competitive Benefits

Career Growth

Job summary

Dexcom Philippines Inc. seeks a Supervisor, Technical Support to lead a high-performing team that delivers exceptional customer experiences while providing timely and effective technical assistance for Dexcom CGM products and services.

You will coach and develop team members, manage escalations, and partner with cross-functional teams to meet performance targets and drive operational improvements in a fast-paced, patient-centric environment.

Qualifications

• Experience leading teams within call centers, shared services, customer service, or technical support.
• Experience managing voice-based support teams in a fast-paced customer-facing setting.
• Strong troubleshooting and problem-solving skills for resolving complex customer concerns.
• Excellent communication across phone, email, and business communications.
• Strong coaching, mentoring, and employee development capabilities.
• Customer-focused mindset driving high-quality service experiences.
• Highly organized with ability to manage changing priorities and staffing.
• Analytical skills to generate reports, interpret data, and identify improvements.
• Collaborative, solution-oriented approach with cross-functional teams.
• Leadership promoting accountability, teamwork, and continuous improvement.

Responsibilities

• Lead and develop a Technical Support team focused on delivering exceptional customer experiences and technical assistance.
• Provide coaching, feedback, and performance management to maintain high quality and compliance.
• Supervise and support team members in troubleshooting Dexcom products and services.
• Meet or exceed departmental performance metrics across monthly, quarterly, and annual goals.
• Develop action plans and partner with leadership to drive operational improvements.
• Manage daily staffing schedules to ensure coverage and service levels.
• Address attendance, performance, and engagement in line with policies.
• Build partnerships with cross-functional teams and external providers.
• Analyze data to identify process improvements and system enhancements.
• Train staff on processes, tools, and customer support best practices.
• Support workforce planning for staffing, training, and readiness.
• Serve as working supervisor handling escalations during high-volume periods.
• Provide ongoing support and escalation guidance to team members.
• Implement and communicate new policies and procedures.
• Collaborate with Field/Inside Sales, Quality, Regulatory, and other departments.
• Perform other tasks as assigned.

Skills

Team leadership

Voice-based support

Troubleshooting

Communication

Coaching

Customer satisfaction

Organizational skills

Data interpretation

Cross-functional collaboration

Flexible scheduling

Job description

Dexcom Philippines Inc. seeks a Supervisor, Technical Support to lead a high-performing team that delivers exceptional customer experiences while providing timely and effective technical assistance for Dexcom CGM products and services.

You will coach and develop team members, manage escalations, and partner with cross-functional teams to meet performance targets and drive operational improvements in a fast-paced, patient-centric environment.