Technical Support Lead — Elevate Customer Experience

PM Consulting; Cebu City; On-site; PHP 600,000 - 800,000; Full time

Job summary

PM Consulting in Cebu City seeks an experienced Technical Support Supervisor to lead a high-performing, customer-facing team. You will coach staff, manage escalations, and coordinate scheduling to ensure exceptional support during peak periods.

You will drive continuous improvements, monitor KPIs, and collaborate with Quality, Regulatory, and Sales to ensure alignment with product launches and customer requirements.

Qualifications

• Proven experience leading or supervising teams in Technical Support, Call Center, or Shared Services.
• Strong coaching, mentoring, and performance management capabilities.
• Experience handling technical and customer escalations in a fast-paced setting.

Responsibilities

• Lead and develop a Technical Support team to deliver timely and effective assistance.
• Provide guidance on troubleshooting complex issues and escalations.
• Act as working supervisor during high-volume periods and manage workloads.
• Ensure high-quality customer experiences and strong resolution ownership.
• Collaborate with cross-functional teams to improve processes and outcomes.

Skills

Technical leadership

People management

Customer service

Escalation management

Performance coaching

Operational planning

Education

Bachelor's degree

Tools

CRM systems

Workforce tools

Job description

PM Consulting in Cebu City seeks an experienced Technical Support Supervisor to lead a high-performing, customer-facing team. You will coach staff, manage escalations, and coordinate scheduling to ensure exceptional support during peak periods.

You will drive continuous improvements, monitor KPIs, and collaborate with Quality, Regulatory, and Sales to ensure alignment with product launches and customer requirements.