Supervisor Technical Support - Cebu

Dexcom Inc.; Asturias; On-site; PHP 334,800 - 558,000; Full time

Benefits offered by this job

Comprehensive benefits program

Career development opportunities

Access to innovative technology

Job summary

Dexcom Inc. is searching for a Technical Support Team Leader in Cebu, Philippines. The ideal candidate will lead and develop a strong Technical Support team, focusing on exceptional customer experiences and effective technical assistance.

Responsibilities include coaching team members, managing performance metrics, and collaborating cross-functionally to drive improvements. A background in leading customer service teams and strong analytical skills are preferred. The role offers opportunities for development in a dynamic environment.

Qualifications

• Proven experience leading teams in call centers or technical support environments.
• Strong communication and problem-solving abilities.
• Ability to manage priorities and operational demands.

Responsibilities

• Lead, motivate, and develop a Technical Support team.
• Provide coaching and performance management.
• Supervise team troubleshooting of Dexcom products.
• Meet or exceed departmental performance metrics.

Skills

Leadership in customer service

Troubleshooting

Communication skills

Coaching and mentoring

Organizational skills

Analytical skills

Customer-focused mindset

Collaboration

Job description

Responsibilities

• You lead, motivate, and develop a Technical Support team focused on delivering exceptional customer experiences and technical assistance.
• You provide coaching, feedback, and performance management to ensure high standards of quality, compliance, and service effectiveness.
• You supervise and support team members in troubleshooting issues related to Dexcom products, services, and features.
• You meet or exceed departmental performance metrics across monthly, quarterly, and annual goals.
• You develop action plans and partner with leadership to drive operational improvements and achieve performance targets.
• You manage daily staffing schedules to ensure appropriate coverage, service levels, and operational responsiveness.
• You address attendance, performance, and employee engagement matters in alignment with company policies.
• You build strong partnerships with cross‑functional teams, external providers, and leadership to improve communication and operational efficiency.
• You analyze data and identify opportunities for process improvements and system enhancements.
• You train and develop employees on operational processes, tools, and customer support best practices.
• You support workforce planning activities related to staffing, systems, training, facilities, and operational readiness.
• You serve as a working supervisor by handling customer escalations and supporting workload queues during high‑volume periods.
• You provide ongoing support and guidance to team members, including escalation management and customer issue resolution.
• You implement, communicate, and interpret new and existing policies and procedures to the team.
• You partner with Field Sales, Inside Sales, Quality, Regulatory, and other departments to support customer needs and new product launches.
• You collaborate cross‑functionally with leadership teams and external business partners to support operational initiatives.
• You perform other relevant tasks and responsibilities as assigned by your manager.

Qualifications

• You bring experience leading teams within a call center, shared services, customer service, or technical support environment.
• You have experience managing voice‑based support teams in a fast‑paced customer‑facing setting.
• Your troubleshooting and problem‑solving skills allow you to effectively resolve complex customer concerns.
• Your communication skills enable you to interact professionally and effectively across phone, email, and business communications.
• You demonstrate strong coaching, mentoring, and employee development capabilities.
• Your customer‑focused mindset helps drive high‑quality service experiences and customer satisfaction.
• You are highly organized and capable of managing changing priorities, staffing needs, and operational demands.
• Your analytical skills allow you to generate reports, interpret data, and identify process improvement opportunities.
• You bring a collaborative and solution‑oriented approach when working with cross‑functional teams and stakeholders.
• Your leadership style promotes accountability, teamwork, and continuous improvement.
• You are comfortable working flexible schedules, including evenings, weekends, and holidays as part of a rotating schedule.
• You maintain a positive attitude and a passion for delivering exceptional support experiences.

Nice to Have

• Your background includes experience supporting healthcare, medical device, or highly technical products.
• Your experience includes advanced cross‑training, escalation management, and workforce coordination.

Benefits

• A front row seat to life‑changing CGM technology.
• A full and comprehensive benefits program.
• Growth opportunities on a global scale.
• Access to career development through in‑house learning programs and/or qualified tuition reimbursement.
• An exciting and innovative, industry‑leading organization committed to our employees, customers, and the communities we serve.