Global Customer Support Lead & Escalations

NCR Corporation; Cebu City; On-site; PHP 420,000 - 640,000; Full time

Job summary

NCR Voyix Corporation in Cebu City is seeking a Supervisor to lead a high-performing global customer support team. You will drive operational excellence, mentor staff, and ensure timely handling of cases and escalations.

The role requires strong problem-solving, English communication, and ability to develop others in a fast-paced environment. Join a leading technology company delivering unified commerce solutions and global customer experiences.

Qualifications

• Minimum of 3 years' experience in a customer support, service operations, incident management, or leadership role.
• Demonstrated experience leading, coaching, or mentoring team members.
• Strong problem-solving and decision-making skills, with the ability to navigate complex situations.
• Excellent verbal and written communication skills in English.
• Ability to remain calm, professional, and customer-focused in high-pressure situations.
• Self-motivated with the ability to work independently while collaborating effectively with cross-functional teams.
• Strong organizational skills with the ability to manage multiple priorities.
• A positive attitude, strong work ethic, and a passion for building professional relationships and developing others.

Responsibilities

• Lead and support a team responsible for managing customer cases and escalations.
• Ensure team members are ready and equipped to handle incoming calls, emails, and case-related activities.
• Oversee the case task queue, ensuring timely action and resolution of all customer requests and escalations.
• Take end-to-end ownership of the Escalation Management process within our ITSM system.
• Coach, mentor, and develop team members to enhance performance, communication skills, and customer engagement.
• Conduct regular team meetings, performance discussions, and employee development activities.
• Drive a culture of continuous improvement by identifying opportunities to enhance processes, efficiency, and customer experience.
• Manage workforce administration activities, including scheduling, leave approvals, and timesheet reviews.
• Ensure completion of required training and compliance activities within designated timeframes.
• Support special projects and other business initiatives as assigned.

Skills

Leadership

Coaching

Mentoring

Customer support

English communication

Job description

NCR Voyix Corporation in Cebu City is seeking a Supervisor to lead a high-performing global customer support team. You will drive operational excellence, mentor staff, and ensure timely handling of cases and escalations.

The role requires strong problem-solving, English communication, and ability to develop others in a fast-paced environment. Join a leading technology company delivering unified commerce solutions and global customer experiences.