Customer Support Delivery Lead — CSAT & SLA Champion

NCR Voyix; Cebu City; On-site; PHP 670,000 - 1,060,000; Full time

Job summary

NCR Voyix is seeking a Supervisor for Customer Support in Cebu City to lead Level 1 and Level 2 delivery teams. The role blends people leadership with operations, ensuring service performance meets contracts while improving customer experience and efficiency.

The supervisor will align Level 1–3 activities, remove blockers, and drive escalation management. Strong communication, ITSM expertise, and vendor management are essential for success.

Qualifications

• Bachelor’s Degree or equivalent experience.
• 3–6 years’ experience in a technical support or service delivery environment.
• Experience in a team lead or supervisory capacity.
• Strong understanding of service desk operations and ITSM practices.
• Familiarity with ServiceNow or similar ITSM platforms.
• Experience managing third-party vendors or outsourced delivery.

Responsibilities

• Lead day-to-day operations of Level 1/2 teams within a high-volume support environment.
• Ensure SLAs/OLAs are met and escalations are handled promptly.
• Coordinate cross-functional resources (L2, L3, Eng, vendors) for timely resolutions.
• Drive continuous improvement in CSAT, resolution quality, and efficiency.
• Mentor and develop team members; conduct regular performance reviews.
• Maintain incident lifecycle management from intake to closure.

Skills

Leadership

ITSM

Stakeholder mgmt

Analytical thinking

Customer focus

Education

Bachelor’s Degree or equivalent

Tools

ServiceNow

IT infrastructure

Job description

NCR Voyix is seeking a Supervisor for Customer Support in Cebu City to lead Level 1 and Level 2 delivery teams. The role blends people leadership with operations, ensuring service performance meets contracts while improving customer experience and efficiency.

The supervisor will align Level 1–3 activities, remove blockers, and drive escalation management. Strong communication, ITSM expertise, and vendor management are essential for success.