Hybrid 24/7 Technical Support Manager

Operations; Manila; Hybrid; PHP 625,000 - 859,000; Full time

Benefits offered by this job

HMO & Life Insurance

Paid annual leaves

Retirement package

Career growth

Well-being programs

Hybrid work

Job summary

Cambridge University Press & Assessment in Makati City, Metro Manila, is seeking a Technical Support Manager for the combined Customer Support and Technical Support teams. The role requires leading a 24/7 service delivery across multiple channels, aligning SLAs and KPIs with customer experience goals.

You will coach and develop staff, collaborate with product and technology stakeholders, and drive operational excellence through process improvements and innovations in a global publishing

Qualifications

• Experience leading customer support teams delivering high-quality service.
• Proven ability to manage performance, coaching, and workforce planning.

Responsibilities

• Lead day-to-day 24/7 customer and technical support across multiple channels.
• Ensure SLAs, KPIs, and standards are met while enabling business growth.
• Coach and develop team performance, recruitment, training, and engagement.
• Collaborate with product, technology, and business teams to share insights and improve platforms.

Skills

People management

Technical troubleshooting

Communication

Data analysis

Stakeholder engagement

Performance management

Tools

Zendesk

Job description

Cambridge University Press & Assessment in Makati City, Metro Manila, is seeking a Technical Support Manager for the combined Customer Support and Technical Support teams. The role requires leading a 24/7 service delivery across multiple channels, aligning SLAs and KPIs with customer experience goals.

You will coach and develop staff, collaborate with product and technology stakeholders, and drive operational excellence through process improvements and innovations in a global publishing