Supervisor Technical Support - Manila

Dexcom Inc.; Pasay; On-site; PHP 800,000 - 1,200,000; Full time

Benefits offered by this job

Comprehensive benefits program

Career development opportunities

Global growth opportunities

Job summary

Dexcom Inc. in the Philippines seeks a Technical Support Supervisor to lead a team dedicated to delivering exceptional customer experiences. You will motivate and develop team members, provide high-quality support, and ensure operational efficiency.

The ideal candidate has experience in a call center or technical support environment, showcasing strong coaching and communication skills. A collaborative approach is essential to driving continuous improvement and meeting performance metrics.

Qualifications

• Experience leading teams in a call center or customer service environment.
• Ability to manage voice-based support teams effectively.
• Strong troubleshooting and problem-solving skills.
• Excellent verbal and written communication abilities.
• Proven coaching and mentoring experience.

Responsibilities

• Lead, motivate, and develop a technical support team.
• Ensure compliance with quality and service effectiveness standards.
• Provide ongoing support to team members for issue resolution.
• Analyze data for process improvements and enhancements.

Skills

Team leadership

Customer service

Technical support

Coaching and mentoring

Problem-solving

Communication skills

Analytical skills

Job description

Where you come in:

• 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.

What makes you successful:

• 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.

What you’ll get:

• A front row seat to life changing CGM technology. Learn about our brave #dexcomwarriors community.


• 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.