Technical Support Supervisor (Cebu)

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.