Helpdesk Support Supervisor & Escalations Lead

PM Consulting; Metro Manila; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

PM Consulting requests a Helpdesk Customer Support Supervisor to oversee a high-volume, multi-channel support team across chat, email, and ticketing systems. The role focuses on timely issue resolution, SLA adherence, and coaching to improve service quality.

The position combines operational supervision with advanced technical knowledge, including API integrations and data analysis, to drive ongoing improvements. A related business or IT degree is preferred, with 0–4 years in support roles.

Qualifications

• 0–2 years of experience in customer or technical support, preferably in a BPO or digital services environment
• 2–4 years of experience in backend support, technical integrations, or similar roles
• Strong communication and customer handling skills
• Familiarity with CRM and ticketing systems
• Ability to multitask in a KPI-driven environment
• Strong understanding of digital advertising concepts (e.g., campaign metrics, targeting, tracking)
• Analytical mindset with ability to interpret data and recommend improvements
• Excellent problem-solving and cross-functional collaboration skills

Responsibilities

• Manage and respond to customer inquiries via chat, email, and ticketing systems in a high-volume environment
• Ensure timely resolution of issues in line with defined service levels and performance metrics
• Document customer interactions, troubleshooting steps, and resolutions accurately
• Collaborate with internal teams to resolve customer concerns and improve service delivery
• Support team performance through guidance, coaching, and process adherence
• Contribute to process improvements and knowledge base development
• Oversee daily team operations and support resolution of low-complexity inquiries
• Act as a liaison between customers and internal departments for issue resolution
• Monitor team performance and drive improvements in service quality and efficiency
• Lead short-term operational initiatives and workflow enhancements
• Provide guidance to team members and ensure adherence to processes and standards
• Handle high-volume, complex customer inquiries and escalations
• Troubleshoot issues related to campaign setup, performance, targeting, billing, and tracking
• Guide customers on best practices to optimize platform usage
• Ensure SLA adherence for response time, resolution, and customer satisfaction
• Maintain detailed case documentation and contribute to internal knowledge resources
• Collaborate with peers and team leads to improve service quality and operational efficiency
• Work in a rotational shift schedule supporting global operations

Skills

Customer support

Communication skills

Data querying

Multitasking (KPI-driven)

Problem solving

Cross-functional collaboration

Education

Bachelor's degree in Business, Marketing, Communications, or related field

Bachelor's degree in Computer Science, Information Technology, or related field

Tools

CRM systems

Ticketing platforms

APIs / system integrations

Job description

PM Consulting requests a Helpdesk Customer Support Supervisor to oversee a high-volume, multi-channel support team across chat, email, and ticketing systems. The role focuses on timely issue resolution, SLA adherence, and coaching to improve service quality.

The position combines operational supervision with advanced technical knowledge, including API integrations and data analysis, to drive ongoing improvements. A related business or IT degree is preferred, with 0–4 years in support roles.