Global Head of Technical Support & CX (Hybrid)

Dexcom Philippines; Cebu City; Hybrid; PHP 1,800,000 - 3,000,000; Full time

Benefits offered by this job

Comprehensive benefits program

Growth opportunities on a global scale

Career development through in-house学习

Job summary

Dexcom Philippines seeks an experienced leader to oversee its customer support function, guiding a high-volume team across voice, chat, and email channels. You will establish systems for efficient issue resolution, coach managers, and ensure staff are trained for product upgrades and new releases.

This role emphasizes people development, process optimization, and alignment with quality and regulatory standards.

Qualifications

• 5–8 years of people management experience in a high call volume BPO/Shared Services/Healthcare environment.
• Bachelor’s Degree with 13+ years of industry experience.
• Experience training and mentoring staff, including development of training programs.
• Highly developed interpersonal skills with excellent written and oral communication.
• Flexible in schedule, capable of working at least one weekend day.
• Ability to handle multiple short-term deadlines and changing priorities.
• Detail-oriented, enthusiastic, and solution-focused in leadership.

Responsibilities

• Oversee support of customers using the company's products.
• Supervise representatives answering inquiries via voice, chat, and email.
• Establish and maintain systems that provide answers to common questions and problems.
• Report new or recurring issues to design departments.
• Ensure representatives are trained when products are upgraded or released.
• Select, develop, and evaluate personnel to ensure efficient operation.

Skills

People Management

Training & Mentoring

Communication Skills

Emotional Intelligence

Decision Making

Schedule Flexibility

Detail-oriented

Problem-solving

Leadership

Education

Bachelor’s Degree

Job description

Dexcom Philippines seeks an experienced leader to oversee its customer support function, guiding a high-volume team across voice, chat, and email channels. You will establish systems for efficient issue resolution, coach managers, and ensure staff are trained for product upgrades and new releases.

This role emphasizes people development, process optimization, and alignment with quality and regulatory standards.