Customer Support Supervisor

Emapta Global; Mandaluyong; On-site; PHP 558,000 - 893,000; Full time

Benefits offered by this job

HMO coverage with free dependent upon

Office in Ortigas

Salary advance program

Upskilling through Emapta Academy

Gym access 24/7

Lifestyle perks

Referral incentives

Generous leave policy

Mentorship & global exposure

Diverse & supportive environment

Job summary

Emapta Philippines is seeking a Customer Support Supervisor to lead a team delivering enterprise healthcare pharmacy technology support. This role focuses on coaching, process improvements, and escalations, with exposure to international leadership.

Work onsite in Ortigas, night shift aligned to CST, with competitive salary, HMO with dependents, extensive upskilling through Emapta Academy, gym access, lifestyle perks, and generous leave; join a diverse, global-focused team.

Qualifications

• 3 to 5 years of relevant experience in customer support or technical support, including experience as a Support Technician.
• At least 1 year of experience in a Supervisor or Team Lead role, preferred.
• High school diploma or equivalent, required.
• Associate or bachelor's degree, preferred.

Responsibilities

• Supervise the daily operations of the customer support team.
• Oversee training and process adherence across the support technician team.
• Develop team members to meet or exceed KPIs.
• Train team members on tools and methodologies to ensure service delivery meets quality standards.
• Coach team members to strengthen soft skills, technical capabilities, and business domain knowledge.
• Evaluate individual and team performance at weekly and monthly intervals and provide coaching for continuous growth.
• Execute established coaching, mentoring, and performance improvement plans.
• Alert Support Managers or Directors to potential needs for corrective or disciplinary action plans.

Skills

Strong communication

Empathy

Problem-solving

Time management

Presentation

Education

High school diploma or equivalent

Associate or bachelor's degree

Job description

Lead the Team Behind Smarter Pharmacy Technology

Our client is a healthcare technology company delivering integrated software solutions for community, long-term care, and outpatient pharmacies. They provide pharmacy management, workflow automation, delivery, claims processing, patient engagement, and financial technology that help pharmacies operate more efficiently. Through connected digital solutions, they support pharmacy teams in streamlining operations, strengthening medication management, improving business performance, and delivering better patient experiences.

About the Role

Move beyond managing tickets and start shaping how technical support performs. As a Customer Support Supervisor, you’ll coach talent, strengthen processes, oversee escalations, and raise service standards for the pharmacy technology industry. Gain international leadership exposure and take your customer support career to the next level with Emapta.

• Employment Type: Full-time
• Shift: Night Shift (Monday to Friday, 8:00 AM-5:00 PM CST), Weekends Off
• Work setup: Onsite, Ortigas
• Competitive Salary Package
• HMO coverage with free dependent upon regularization
• Prime office location in Ortigas with easy access to MRT stations, restaurants, and banks
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used at your own discretion (including 5 credits convertible to cash)
• Mentorship and exposure to global leaders and teams
• Diverse and supportive work environment

The Qualifications We Seek

Education & Experience

• 3 to 5 years of relevant experience in customer support or technical support, including experience as a Support Technician
• At least 1 year of experience in a Supervisor or Team Lead role, preferred
• High school diploma or equivalent, required
• Associate or bachelor's degree, preferred

Leadership & Professional Skills

• Strong oral and written communication skills
• Strong interpersonal, active listening, and empathy skills to manage challenging employee and customer situations
• Exceptional time management, decision-making, organizational, presentation, and problem-solving skills
• Ability to exercise independent judgment and discretion based on experience and knowledge of products, equipment, and services
• Ability to collaborate effectively with Support Leadership and cross-functional teams to resolve

Your Daily Tasks

Team Leadership & Operations

• Supervise the daily operations of the customer support team.
• Oversee training and process adherence across the support technician team.
• Develop team members to meet or exceed key performance indicators (KPIs).
• Train team members on tools and methodologies to ensure service delivery meets quality standards.
• Coach team members to strengthen soft skills, technical capabilities, and business domain knowledge.
• Evaluate individual and team performance at weekly and monthly intervals and provide coaching for continuous growth.
• Execute established coaching, mentoring, and performance improvement plans.
• Alert Support Managers or Directors to potential needs for corrective or disciplinary action plans.

Support Operations & Process Improvement

• Identify, test, and implement new tools essential to customer support operations.
• Collaborate with the Escalation Desk Team to identify and correct defects.
• Monitor active cases to ensure efficient and effective case resolution.
• Serve as the first point of contact for customer inquiries when required.
• De-escalate challenging customer calls and maintain positive and professional interactions.

Workforce Administration

• Review and approve time clock entries.
• Review and approve PTO and sick leave requests.

Join the Top 1% Talent. A Better Career. A Better Life.

Welcome to Emapta Philippines, where high-performing professionals build long-term global careers with leading international companies. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta delivers a workplace defined by stability, growth, and purpose. Here, your career moves forward with meaningful opportunities, world-class support, and a culture built for excellence.