Head of Global Customer Support Operations

Dexcom Philippines; Cebu City; Hybrid; PHP 900,000 - 1,500,000; Full time

Benefits offered by this job

Comprehensive benefits

Career development

Tuition reimbursement

Job summary

Dexcom Philippines is seeking an experienced leader to oversee the technical customer support tower. You will supervise representatives across voice, chat, and email, ensure effective training for new and upgraded products, and report recurring issues to design teams.

The role requires strong people management skills and a focus on service quality. You will manage staffing, set KPIs, and drive process improvements while partnering with other departments to deliver best-in-class support for

Qualifications

• 5-8 years of people management experience in a high call-volume environment.
• Bachelor's Degree with 13+ years of industry experience is preferred.
• Experience with training and mentoring staff; development of training programs.
• Strong interpersonal skills with excellent written and oral communication.
• Emotionally intelligent leader able to drive objective decisions.
• Flexible schedule; able to work at least one weekend day.
• Ability to handle multiple deadlines and changing priorities.
• Detail oriented, action-driven, and supportive leadership.

Responsibilities

• Oversee customer support for products and supervise reps across voice, chat, and email.
• Establish systems that provide answers to common questions and problems.
• Report new or recurring issues to design departments.
• Ensure staff training when products are upgraded or released.
• Select, develop, and evaluate personnel to ensure efficient operations.
• Lead performance tracking and staffing to meet service goals.
• Coach managers and coordinate technical training programs.

Skills

People management

Customer support

Leadership

Training and mentoring

Budgeting

Process improvement

Education

Bachelor's Degree

Tools

CRM systems

Workforce management

Job description

Dexcom Philippines is seeking an experienced leader to oversee the technical customer support tower. You will supervise representatives across voice, chat, and email, ensure effective training for new and upgraded products, and report recurring issues to design teams.

The role requires strong people management skills and a focus on service quality. You will manage staffing, set KPIs, and drive process improvements while partnering with other departments to deliver best-in-class support for