Technical Support Supervisor (Cebu)

HRTX; Cebu City; On-site; PHP 670,000 - 1,004,000; Full time

Job summary

HRTX is seeking an experienced Technical Support Supervisor to lead a customer-facing technical support team. The role focuses on people leadership, escalation management, performance coaching, and operational improvement to deliver exceptional customer experiences.

The ideal candidate will have proven experience supervising voice-based technical support or customer service teams in fast-paced environments, with the ability to coach, manage performance, resolve escalations, and collaborate with

Qualifications

• Proven experience supervising voice-based technical support or customer service teams.
• Experience in call center / contact center environments.
• Strong skills in people management, coaching, mentoring and performance management.
• Experience handling technical/customer escalations and complex issues.

Responsibilities

• Lead and develop a Technical Support team to deliver timely and effective technical assistance.
• Provide guidance on troubleshooting and handling escalations; act as working supervisor during high-volume periods.
• Monitor and coach team performance to meet monthly, quarterly and annual targets.
• Manage staffing, scheduling and workforce planning; ensure coverage and service levels.
• Identify recurring issues and drive corrective actions with cross-functional teams.

Skills

People leadership

Coaching

Performance management

Escalation management

Staffing coordination

KPI analysis

Communication

Problem solving

Job description

We are seeking an experienced Technical Support Supervisor to lead and develop a high-performing customer-facing technical support team. This role combines people leadership, technical escalation management, performance coaching, workforce coordination, and operational improvement, with a strong focus on delivering exceptional customer experiences.

The ideal candidate will have proven experience supervising voice-based technical support or customer service teams in a fast-paced environment, with the ability to coach employees, manage operational performance, resolve escalations, and collaborate effectively with cross-functional stakeholders.

Key Responsibilities

Technical Support & Customer Experience Leadership

• Lead, motivate, and develop a Technical Support team responsible for delivering timely and effective technical assistance.
• Provide oversight and guidance on troubleshooting customer issues, including complex technical concerns and escalations.
• Serve as a working supervisor, directly handling customer escalations and supporting workload queues during high-volume periods.
• Ensure consistent delivery of high-quality customer experiences and effective issue resolution.
• Promote customer satisfaction, service quality, and strong resolution ownership across the team.

Team Management & Performance Coaching

• Conduct regular coaching, feedback, and performance management to drive individual and team performance.
• Develop employees through targeted coaching, mentoring, cross-training, and skills development.
• Monitor team performance against monthly, quarterly, and annual operational targets.
• Develop and execute action plans to address performance gaps and improve team effectiveness.
• Address attendance, engagement, performance, and employee-related concerns in accordance with company policies.
• Promote a culture of accountability, teamwork, and continuous improvement.

Operations & Workforce Management

• Manage daily staffing and scheduling requirements to maintain appropriate coverage and service levels.
• Support workforce planning activities related to staffing, training, systems, facilities, and operational readiness.
• Monitor workload volumes and operational demands and adjust resources accordingly.
• Ensure the team remains responsive during high-volume periods and changing business requirements.
• Support operational readiness for new products, processes, tools, and initiatives.

Escalation & Technical Issue Management

• Provide guidance to support representatives handling complex technical and customer issues.
• Take ownership of escalated customer concerns and ensure appropriate resolution.
• Identify recurring technical or process issues and work with relevant teams to develop corrective actions.
• Partner with Quality and other operational teams to improve resolution quality and customer outcomes.
• Communicate and implement new or updated policies, procedures, and support processes.
• Analyze operational and customer support data to identify trends, performance gaps, and improvement opportunities.
• Generate and interpret reports to support operational decision-making.
• Develop initiatives to improve service levels, productivity, quality, customer satisfaction, and overall support effectiveness.
• Partner with leadership to establish and execute operational improvement plans.
• Identify opportunities for process and system enhancements.

Cross-Functional Collaboration

• Build strong working relationships with internal leadership, cross-functional teams, and external business partners.
• Collaborate with Quality, Regulatory, Field Sales, Inside Sales, and other departments to support customer requirements and operational initiatives.
• Support new product launches and ensure technical support teams are adequately prepared.
• Coordinate with external providers and stakeholders to improve communication and operational efficiency.
• Provide clear updates and recommendations to leadership on operational performance and support requirements.

Required Qualifications & Experience

• Proven experience leading or supervising teams in a:
• Technical Support environment
• Call Center / Contact Center
• Shared Services operation
• Experience managing voice-based customer support teams in a fast-paced, customer-facing environment.
• Strong experience in people management, coaching, mentoring, and performance management.
• Demonstrated ability to handle technical/customer escalations and complex customer concerns.
• Strong troubleshooting and problem-solving capabilities.
• Experience managing operational KPIs and developing action plans to improve performance.
• Strong analytical skills with the ability to interpret reports and operational data.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to manage staffing requirements, multiple priorities, and changing operational demands.
• Willingness to work flexible schedules, including evenings, weekends, and holidays, as required by business operations.

Core Competencies

• Technical Support Leadership
• People & Performance Management
• Customer Experience Management
• Workforce & Staffing Coordination
• KPI and Performance Analysis
• Coaching & Employee Development
• Process Improvement
• Stakeholder Management
• Operational Readiness

Nice-to-Have Experience

• Experience supporting healthcare, medical device, SaaS, or other highly technical products.
• Experience with advanced technical cross-training programs.
• Strong background in escalation management.
• Exposure to workforce planning and staffing coordination.
• Experience supporting product launches or operational transitions.