Technical Support Manager

Cambridge University Press & Assessment | Manila; Makati; Hybrid; PHP 625,000 - 859,000; Full time

Benefits offered by this job

HMO Coverage

Life Insurance

Annual Leaves

Retirement package

Career growth

Well-being programs

Hybrid work

Diversity exposure

Job summary

Cambridge University Press & Assessment in Makati invites applications for a Technical Support Manager. This role leads a 24/7 support team in a hybrid work environment, prioritising service quality across channels.

You will drive SLA achievement, coach staff, and collaborate with product and tech teams to continuously improve customer experience. Office presence required at least two days a week.

Qualifications

• Experience leading customer support teams to deliver high-quality service.
• Strong performance management, workforce planning, and stakeholder engagement.
• Proficiency in technical troubleshooting using IT knowledge and ticketing systems such as Zendesk.
• Ability to analyze performance data and produce management reports to improve service delivery.
• Excellent communication and collaboration across cross-functional teams.

Responsibilities

• Lead 24/7 customer and technical support across phone, web tickets, live chat, and social channels.
• Ensure service levels, KPIs, and standards are met to enable business outcomes.
• Coach and develop team performance, including recruitment and training.
• Collaborate with product, technology, and business stakeholders to gather insights and improve platforms.
• Drive operational excellence through process improvements and innovation.

Skills

People management

Performance management

Stakeholder engagement

Data analysis

Communication skills

Technical troubleshooting

Tools

Zendesk

Job description

Technical Support Manager

Work setup

We operate in a hybrid work environment, and we encourage applicants who are open to working in the office at least two days a week to apply.

Work schedule

The team operates 24x7 so the applicants must be open to shifting schedules.

Employment type

Permanent

Location

Makati City, Metro Manila

Pay range

We value transparency and want to ensure a good fit for both parties.

We encourage applicants who are comfortable within the salary range of ₱56,000 - ₱77,000 to apply.

Discover a world of endless possibilities with Cambridge University Press & Assessment, a distinguished global academic publisher and assessment organisation proudly affiliated with the prestigious University of Cambridge.

Why Cambridge?

Cambridge University Press & Assessment is a world-renowned not-for-profit academic publisher and assessment organisation, proudly part of the prestigious University of Cambridge. With a legacy rooted in over 800 years of educational excellence, we are dedicated to unlocking the potential of learners and educators across the globe.

Joining Cambridge's second largest global office in the Philippines—operating for over 22 years with 1,300+ colleagues—means becoming a part of an extraordinary institution renowned worldwide. We are recognised as a Great Place to Work for three consecutive years, reflecting our inclusive culture, strong sense of purpose, and commitment to the professional growth and well-being of our people. At Cambridge, we don't just publish books or deliver tests—we empower progress, inspirecuriosity, and champion the pursuit of knowledge.

What can you get from Cambridge?

At Cambridge, you'll become a part of a vibrant and forward-thinking community that transcends tradition, fostering a culture of continuous growth and personal development. Here, we provide the right environment for you to thrive, supporting your professional journey and empowering you to reach your highest potential, that is why our pay philosophy is intricately tied to your skills and competencies, ensuring that your compensation aligns with the unique value you bring to the role you are applying for.

What will you do as a Technical Support Manager?

Reporting to the Senior Customer Support Manager, you will be responsible for the continuous, 24/7 delivery of support activity within your assigned product area, working through teams based in multiple locations and combining hands‑on operational management with a wider strategic role in the department. Specifically, you will:

• Lead the day-to-day management of a team delivering 24/7 customer and technical support across phone, web tickets, live chat, and social media channels.

• Ensure service levels, KPIs, and operational standards are achieved while positioning Customer Services as a key business enabler.

• Coach, develop, and manage team performance, supporting recruitment, training, career development, and employee engagement.

• Collaborate with product, technology, and business stakeholders to share customer insights, improve platforms, and enhance the customer experience.

• Drive operational excellence through process improvement initiatives, projects, and innovation that increase efficiency, scalability, and service quality.

What makes you the ideal candidate for this role?

An ideal candidate brings a blend of proven people management experience, technical fluency and strong communication skills, underpinned by a genuinely collaborative and improvement-focused mindset. Specifically, they must demonstrate:

• Experience in leading and developing customer support teams to deliver high-quality service outcomes.

• Strong capability in performance management, coaching, workforce planning, workload management, and stakeholder engagement.

• Proficiency in technical troubleshooting and applying IT knowledge to diagnose and resolve customer issues using ticketing systems such as Zendesk.

• Ability to analyse performance data, produce management reporting, and use insights to improve service delivery.

• Excellent communication, influencing, presentation, and collaboration skills across cross-functional teams.

The organization offers a wide range of benefits and opportunities including:

• Regular Employment on Day 1

• HMO Coverage and Life Insurance on Day 1

• Paid Annual Leaves (Vacation, Well-being, Flexible, Holiday, and Volunteering leaves)

• Vesting/Retirement package

• Opportunities for career growth and development

• Access to well-being programs

• Hybrid work arrangement and work-life balance

• Opportunity to collaborate with colleagues from diverse branches that will expand your horizons and enrich your understanding of different cultures