Technical Support Manager — 24/7 Hybrid Lead

Operations; Manila; Hybrid; PHP 413,000 - 558,000; Full time

Benefits offered by this job

HMO Coverage and Life Insurance on Day

Paid Annual Leaves

Vesting/Retirement package

Opportunities for career growth

Well-being programs

Hybrid work arrangement

Global collaboration across branches

Job summary

Cambridge University Press & Assessment in Manila seeks an Assistant Technical Support Manager to lead 24/7 global support for CUPA digital products. You will coordinate the combined Customer Support & Technical Support teams and guide investigations with strong technical and people-management skills.

You'll work in a hybrid office setup in Makati/Manila, manage teams across locations, develop knowledge resources, and ensure service levels while delivering customer-focused resolutions.

Qualifications

• Minimum one technical support role with strong IT troubleshooting skills.
• Experience coaching or mentoring teammates is a plus.
• Excellent analytical and problem-solving abilities to identify trends and root causes.
• Strong communication and influencing skills for cross-functional collaboration.

Responsibilities

• Oversee technical investigations and ensure timely issue resolution for internal and external customers.
• Review issues, spot trends, and decide on next steps and escalations based on customer input.
• Define issue nature, update Knowledge Base and Help Centre, and liaison between teams, dev, and customers.
• Review FAQs, help design for support efficiency, and represent the global support team in projects.
• Manage operations, resource planning, training delivery, SLA reporting, and staff supervision.
• Lead as primary customer contact during critical incidents and incident tracking.

Skills

Technical support

Analytical

Communication

Leadership

Training

Education

Technical degree

Tools

Zendesk

Job description

Cambridge University Press & Assessment in Manila seeks an Assistant Technical Support Manager to lead 24/7 global support for CUPA digital products. You will coordinate the combined Customer Support & Technical Support teams and guide investigations with strong technical and people-management skills.

You'll work in a hybrid office setup in Makati/Manila, manage teams across locations, develop knowledge resources, and ensure service levels while delivering customer-focused resolutions.