Technical Support Manager – 24/7 Hybrid Leader

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

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.