Hybrid 24/7 Technical Support Manager

Cambridge University Press; Hinoba-an; Hybrid; PHP 631,000 - 853,000; Full time

Benefits offered by this job

Regular Employment on Day 1

HMO Coverage and Life Insurance on Day

Paid Annual Leaves (Vacation, Well‑befi

Vesting/Retirement package

Career growth opportunities

Well-being programs

Hybrid work arrangement

Collaboration across diverse branches

Job summary

Cambridge University Press & Assessment in Manila is recruiting a Technical Support Manager to lead a 24/7 support team across multiple channels. You will manage day-to-day operations, drive service quality, and align customer outcomes with product and technology stakeholders.

The role requires strong people leadership, tech fluency, and stakeholder collaboration, with a hybrid office pattern and opportunities for growth within a renowned global academic publisher.

Qualifications

• Experience in leading and developing customer support teams to deliver high-quality service outcomes.
• Strong capability in performance management, coaching, workforce planning, workload management, and stakeholder engagement.
• Proficiency in technical troubleshooting and IT knowledge to diagnose issues using Zendesk.
• Ability to analyse performance data, produce management reporting, and use insights to improve service delivery.
• Excellent communication, influencing, presentation, and collaboration skills across cross-functional teams

Responsibilities

• Lead the day-to-day management of a team delivering 24/7 customer and technical support across phone, web tickets, live chat, and social media channels.
• Ensure service levels, KPIs, and operational standards are achieved while positioning Customer Services as a key business enabler.
• Coach, develop, and manage team performance, supporting recruitment, training, career development, and employee engagement.
• Collaborate with product, technology, and business stakeholders to share customer insights, improve platforms, and enhance the customer experience.
• Drive operational excellence through process improvement initiatives, projects, and innovation that increase efficiency, scalability, and service quality.

Skills

People management

Technical troubleshooting

IT knowledge

Stakeholder engagement

Performance management

Tools

Zendesk

Job description

Cambridge University Press & Assessment in Manila is recruiting a Technical Support Manager to lead a 24/7 support team across multiple channels. You will manage day-to-day operations, drive service quality, and align customer outcomes with product and technology stakeholders.

The role requires strong people leadership, tech fluency, and stakeholder collaboration, with a hybrid office pattern and opportunities for growth within a renowned global academic publisher.