Technical Support Team Lead: Elevate Customer Experience

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

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