Technical Support Manager — 24/7 Hybrid Lead

Cambridge University Press Ltd.; Makati; Hybrid; PHP 625,000 - 859,000; Full time

Benefits offered by this job

Regular Employment on Day 1

HMO Coverage and Life Insurance on Day

Paid Annual Leaves (Vacation, Well‑be

Vesting/Retirement package

Career growth & development

Well-being programs

Hybrid work arrangement

Cross-branch collaboration

Job summary

Cambridge University Press & Assessment in Manila is seeking a Technical Support Manager to lead the combined Customer and Technical Support teams in Makati. The role oversees 24/7 support across channels, balancing hands-on management with strategic initiatives to improve customer experience and operational performance.

You will manage a cross-location team, drive service levels, coach staff, and collaborate with product and technology stakeholders.

Qualifications

• Experience leading customer support teams.
• Strong performance management and coaching.
• Skilled in data analysis and reporting.
• Excellent communication and collaboration.
• Technical troubleshooting using IT tools.

Responsibilities

• Lead day-to-day 24/7 customer and technical support delivery.
• Ensure service levels and KPIs are met.
• Coach, develop, and engage the team.
• Collaborate with product, tech, and business stakeholders.
• Drive process improvements for efficiency and quality.

Skills

People management

Technical troubleshooting

Communication skills

Performance management

Stakeholder engagement

Tools

Zendesk

Job description

Cambridge University Press & Assessment in Manila is seeking a Technical Support Manager to lead the combined Customer and Technical Support teams in Makati. The role oversees 24/7 support across channels, balancing hands-on management with strategic initiatives to improve customer experience and operational performance.

You will manage a cross-location team, drive service levels, coach staff, and collaborate with product and technology stakeholders.