Technical Support Supervisor (Cebu)

PM Consulting; Cebu City; On-site; PHP 600,000 - 800,000; Full time

Job summary

PM Consulting in Cebu City seeks an experienced Technical Support Supervisor to lead a high-performing, customer-facing team. You will coach staff, manage escalations, and coordinate scheduling to ensure exceptional support during peak periods.

You will drive continuous improvements, monitor KPIs, and collaborate with Quality, Regulatory, and Sales to ensure alignment with product launches and customer requirements.

Qualifications

• Proven experience leading or supervising teams in Technical Support, Call Center, or Shared Services.
• Strong coaching, mentoring, and performance management capabilities.
• Experience handling technical and customer escalations in a fast-paced setting.

Responsibilities

• Lead and develop a Technical Support team to deliver timely and effective assistance.
• Provide guidance on troubleshooting complex issues and escalations.
• Act as working supervisor during high-volume periods and manage workloads.
• Ensure high-quality customer experiences and strong resolution ownership.
• Collaborate with cross-functional teams to improve processes and outcomes.

Skills

Technical leadership

People management

Customer service

Escalation management

Performance coaching

Operational planning

Education

Bachelor's degree

Tools

CRM systems

Workforce tools

Job description

Role Overview

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.

Reporting & Continuous Improvement

• 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
• Customer Service environment
• 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
• Technical Troubleshooting & Escalation 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.