Technical Support Lead — Customer Experience & Ops

Create Synergies Inc.; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Create Synergies Inc. in Cebu City is seeking an experienced Technical Support Supervisor to lead a high-performing, customer-facing team.

The role blends people leadership with technical escalation management and operational improvement to deliver outstanding customer experiences. You will coach staff, manage escalations, coordinate staffing, and partner with cross-functional teams to drive service quality and performance.

Qualifications

• Proven experience leading voice-based technical support or contact center teams.
• Strong coaching, mentoring and performance management capabilities.
• Experience managing escalations and complex customer concerns.
• Excellent communication and analytical skills.

Responsibilities

• Lead and develop a Technical Support team delivering timely technical assistance.
• Provide guidance on troubleshooting and escalations with cross-functional collaboration.
• Directly handle escalations and support workload during peak periods.
• Monitor KPIs and drive improvements in service levels and quality.
• Coordinate staffing, training, and readiness for new products and initiatives.

Skills

People leadership

Performance coaching

Escalation management

Workforce coordination

Customer experience

Operational improvement

Communication

KPI analysis

Staff scheduling

Job description

Create Synergies Inc. in Cebu City is seeking an experienced Technical Support Supervisor to lead a high-performing, customer-facing team.

The role blends people leadership with technical escalation management and operational improvement to deliver outstanding customer experiences. You will coach staff, manage escalations, coordinate staffing, and partner with cross-functional teams to drive service quality and performance.