Director of 24/7 Technical Support – Health Tech

Dexcom Inc.; Manila; Hybrid; PHP 1,800,000 - 2,400,000; Full time

Job summary

Dexcom Philippines is seeking a Technical Support Manager to lead a highly skilled, 24/7 CGM patient support team. You will guide staff in troubleshooting, ensure quality service, and collaborate with other departments to resolve complex issues and drive improvements.

The role requires 5+ years of managerial experience in a high-volume call center, strong English communication, and the ability to manage shifts including weekends. Bachelor's degree and a proactive leadership style are essential.

Qualifications

• 5+ years’ experience as a Manager or above in a high call-volume environment (Diabetes/Health tech preferred).
• Ability to work independently with minimal supervision within a call center and across Dexcom.
• Experience with training and mentoring staff, including development of training programs.
• Excellent English verbal and written communication, including effective listening.
• Requires working at least one weekend day; schedule flexibility based on call volume.

Responsibilities

• Provide guidance to team members on issue resolution, service requests, coaching, and goal achievement.
• Manage day-to-day activities and performance of Technical Support Representatives.
• Meet/exceed quality, service, and staffing goals; ensure policy/compliance adherence.
• Collaborate with other departments to resolve customer support needs and improve processes.
• Lead metrics collection, analysis, and continuous improvement of the support function.

Skills

People management

Staff training

English communication

Problem solving

Education

Bachelor’s degree

Job description

Dexcom Philippines is seeking a Technical Support Manager to lead a highly skilled, 24/7 CGM patient support team. You will guide staff in troubleshooting, ensure quality service, and collaborate with other departments to resolve complex issues and drive improvements.

The role requires 5+ years of managerial experience in a high-volume call center, strong English communication, and the ability to manage shifts including weekends. Bachelor's degree and a proactive leadership style are essential.