Technical Support Lead, Customer Experience & Escalations

Our Clients; Cebu City; On-site; PHP 446,000 - 781,000; Full time

Job summary

Our Clients in Cebu City, Philippines is seeking an experienced Technical Support Supervisor to lead a high-performing customer-facing technical support team. You will oversee escalation management, coaching, and daily operations to ensure superior customer experiences and service quality.

The role requires strong leadership, coaching, and performance-management skills, with a focus on process improvement, staffing coordination, and cross-functional collaboration to support new product launches

Qualifications

• Proven experience supervising voice-based technical support or call center teams.
• Strong coaching and performance management capabilities.
• Ability to manage escalations and drive improvements using data.
• Experience with workforce planning and staffing coordination.
• Excellent verbal and written communication skills.

Responsibilities

• Lead, motivate, and develop a Technical Support team delivering timely assistance.
• Oversee troubleshooting and manage complex customer escalations.
• Act as a working supervisor during high-volume periods to balance workload.
• Ensure high-quality customer experiences and ownership of resolutions.
• Partner with cross-functional teams to improve processes and policies.
• Analyze performance data and generate reports to guide improvements.
• Collaborate with leadership to implement operational readiness for new products.

Skills

People management

Leadership

Coaching

Analytical skills

Communication

Problem solving

Job description

Our Clients in Cebu City, Philippines is seeking an experienced Technical Support Supervisor to lead a high-performing customer-facing technical support team. You will oversee escalation management, coaching, and daily operations to ensure superior customer experiences and service quality.

The role requires strong leadership, coaching, and performance-management skills, with a focus on process improvement, staffing coordination, and cross-functional collaboration to support new product launches