Technical Support Lead (24/7 Excellence)

20 DexCom Philippines Inc; Manila; On-site; PHP 700,000 - 1,000,000; Full time

Job summary

Dexcom Philippines seeks a Technical Support Manager to lead a 24/7 Technical Support team that assists patients, parents, and caretakers using Dexcom CGM devices. You’ll ensure a high-quality experience by guiding staff and tracking performance.

You will develop policies, collaborate with other departments, manage call center operations, and prepare the team for new product launches while remaining on-call to resolve issues.

Qualifications

• 5+ years’ experience as a Manager or above in a high-volume call center.
• Excellent English verbal and written communication skills.
• Willingness to work weekends and adapt to variable call volumes.
• Experience with training and mentoring staff.
• Travel as needed.

Responsibilities

• Provide guidance to team members on issue resolution, service requests, coaching, and performance.
• Oversee day-to-day activities and coaching for Technical Support Representatives.
• Meet/exceed quality, service and staffing goals.
• Create, implement and interpret policies for CGM staff.
• Collaborate with other departments to resolve customer support needs.
• Improve processes and systems to build a world-class Technical Support department.

Skills

People management

Customer service leadership

English communication

Training & mentoring

Call center operations

Education

Bachelor's degree

Job description

Dexcom Philippines seeks a Technical Support Manager to lead a 24/7 Technical Support team that assists patients, parents, and caretakers using Dexcom CGM devices. You’ll ensure a high-quality experience by guiding staff and tracking performance.

You will develop policies, collaborate with other departments, manage call center operations, and prepare the team for new product launches while remaining on-call to resolve issues.