Technical Support Supervisor — Lead & Elevate CX Team

Create Synergies Inc.

Cebu City

On-site

PHP 446,000 - 781,000

Full time

45 hours ago

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Job summary

Create Synergies Inc. in Cebu City seeks an experienced Technical Support Supervisor to lead a high-performing, customer-facing support team.

You will coach staff, manage escalations, and drive performance through coaching, workforce planning, and process improvements to deliver outstanding customer experiences. Responsibilities include supervising voice-based support, developing the team, coordinating staffing, handling escalations, and collaborating with cross-functional partners on product

Qualifications

Proven experience leading voice-based technical support or customer service teams in a fast-paced environment.
Strong coaching, mentoring, and performance-management skills.
Experience managing escalation handling and complex technical issues.
Ability to coordinate staffing, scheduling, and workforce requirements.
Demonstrated ability to analyze performance data and drive process improvements.
Excellent verbal and written communication skills.

Responsibilities

Lead, motivate, and develop a Technical Support team delivering timely technical assistance.
Provide guidance on troubleshooting and escalations across customer issues.
Act as working supervisor during high-volume periods to support workload queues.
Ensure high-quality customer experiences and effective issue resolution.
Monitor and address attendance, engagement, and performance in line with policies.
Collaborate with cross-functional teams to improve resolution quality and customer outcomes.