Customer Support Team Lead – CGM Solutions

Dexcom Inc.; Manila; Hybrid; PHP 900,000 - 1,300,000; Full time

Benefits offered by this job

Comprehensive benefits program

Career development access

Tuition reimbursement

Job summary

Dexcom Philippines is seeking a senior leader to guide the Customer Support team. You will lead agents, monitor KPIs, drive CSAT improvements, and coach staff through regular performance reviews. Collaboration with sales and other departments ensures a seamless customer experience.

The role requires a Bachelor’s degree with 5-8 years of industry experience and informal leadership experience in a fast-paced environment.

Qualifications

• Bachelor’s degree with 5-8 years of industry experience.
• Informal management/ team lead experience.
• Proven leadership and strong communication skills.

Responsibilities

• Lead a team of Customer Support agents and manage performance.
• Measure performance against KPIs and drive CSAT improvements.
• Provide training and coaching through appraisals.
• Ensure the team meets service level and queue targets.
• Collaborate with commercial leadership and other departments.
• Perform ongoing evaluation of performance and improvements.

Skills

Leadership

KPI management

Team coaching

Customer CSAT focus

Cross-functional collaboration

Clear communication

Decision making

Education

Bachelor’s degree with 5-8 years experience

Job description

Dexcom Philippines is seeking a senior leader to guide the Customer Support team. You will lead agents, monitor KPIs, drive CSAT improvements, and coach staff through regular performance reviews. Collaboration with sales and other departments ensures a seamless customer experience.

The role requires a Bachelor’s degree with 5-8 years of industry experience and informal leadership experience in a fast-paced environment.