Technical Support Manager, 24/7 CGM Solutions

Dexcom Inc.; Cebu City; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Dexcom Inc. in Cebu City, Philippines, seeks a Manager of Technical Support to lead a 24/7 team that assists patients and caregivers using Dexcom CGM products. You will ensure high-quality service by coaching staff, managing workflows, and meeting performance targets.

This role requires a Bachelor's degree, 5+ years in a senior support management role, excellent English, and willingness to work weekends. You will collaborate across departments, oversee incident investigations, and drive process

Qualifications

• 5+ years’ experience as a Manager in a high-volume call center
• Bachelor’s degree; excellent English written and spoken communication
• Commitment to weekend work and travel up to 24%

Responsibilities

• Lead and supervise a 24/7 Technical Support team to resolve issues
• Set staffing levels to meet service goals and coach staff
• Collaborate with departments to resolve customer needs and improve processes
• Handle escalations and ensure regulatory and quality compliance
• Develop, track and report team metrics; drive continuous improvement
• Prepare for product launches and participate in budgeting and training

Skills

People management

Leadership

Communication

Coaching & mentoring

Forecasting & budgeting

Problem solving

Education

Bachelor's degree

Tools

CRM software

Job description

Dexcom Inc. in Cebu City, Philippines, seeks a Manager of Technical Support to lead a 24/7 team that assists patients and caregivers using Dexcom CGM products. You will ensure high-quality service by coaching staff, managing workflows, and meeting performance targets.

This role requires a Bachelor's degree, 5+ years in a senior support management role, excellent English, and willingness to work weekends. You will collaborate across departments, oversee incident investigations, and drive process