Support Leader

Camtastic Philippines Corp.; Cebu City; On-site; PHP 300,000 - 420,000; Full time

Benefits offered by this job

Professional development opportunities

Flexible time

Performance-based bonuses

Collaborative environment

Performance-based bonuses/commissions

Flexible time

Profit-sharing

Job summary

A reputable tech support company is seeking a dedicated individual to lead scheduling and manage workloads within their support team. You will provide vital technical explanations and foster effective communication with both clients and team members. The role offers opportunities for professional development, a collaborative work environment, and performance-based bonuses. Ideal candidates should possess strong leadership skills and a commitment to maintaining service continuity.

Qualifications

• Experience in team leadership and workload management.
• Strong technical understanding to assist the support team.
• Excellent communication skills for client and team interactions.
• Ability to standardize templates and processes across a team.
• Monitoring channels to ensure timely and accurate responses.
• Empathetic, clear handling of escalation cases.

Responsibilities

• Lead scheduling and workload distribution for the support team.
• Provide technical explanations and resolution timelines.
• Monitor support channels for response accuracy.
• Standardize response templates and troubleshooting processes across the team.
• Monitor support channels to ensure timely and accurate responses.
• Handle escalation cases with empathy, clarity, and a solutions-first mindset.

Skills

Team leadership

Technical explanation

Effective communication

Problem-solving

Communication

Tools

CRM software

Job description

About the role:

Department: Support

Location: Corporate office

What you'll be doing:

• Lead scheduling, workload distribution, and queue assignment to maintain service continuity.
• Provide high-level technical explanations, workarounds, and resolution timelines.
• Communicate release notes, known issues, and feature updates to the support team and customers.
• Standardize response templates and troubleshooting processes across the team.
• Monitor support channels to ensure timely and accurate responses.
• Handle escalation cases with empathy, clarity, and a solutions-first mindset.

What we offer:

At Camtastic, we are committed to our employees with a range of benefits! Here are some of our core principles:

• A friendly yet professional work environment experience
• Opportunities for OJT and professional development
• Career advancement
• Collaborative and supportive work environment
• Performance-based bonuses and/or commissions
• Flexible time
• Profit-sharing for committed individuals over time
• And more..