Technical Support Team Lead: Elevate Customer Experience

Our Clients; Cebu City; On-site; PHP 600,000 - 900,000; Full time

Job summary

Our Clients is 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

Qualifications

• Proven experience leading voice-based technical support or contact center teams.
• Strong coaching, mentoring, and performance management skills.
• Ability to manage escalations and complex customer issues.
• Experience with KPI tracking and continuous improvement.

Responsibilities

• Lead, motivate, and develop a Technical Support team delivering timely assistance.
• Provide oversight on troubleshooting and escalations.
• Handle escalations directly during high-volume periods.
• Ensure high-quality customer experiences and issue resolution ownership.
• Collaborate with cross-functional teams to improve processes and policies.

Skills

Technical Leadership

People Management

Customer Experience

Escalation Handling

Workforce Management

Performance Coaching

Job description

Our Clients is 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