{"id":2412387,"url":"https://alion.io/job/pm-consulting-technical-support-supervisor-cebu","title":"Technical Support Supervisor (Cebu)","company":{"id":4421389,"name":"PM Consulting","domain":"pmconsulting.ph","url":"https://alion.io/company/pmconsulting-2","size_band":"1001-5000","is_staffing_agency":true,"employer_type":"agency","is_intermediary":false,"listed_via":null,"ats_vendor":"Manatal","truth_index":null},"role":"Support","role_family":"Support","seniority":null,"employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Cebu City, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":7000,"max_usd":19000,"period":"year","method":"role_country_seniority_unknown","sample_n":11},"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-13T02:26:03Z","employer_posted_date":"2026-10-13","last_verified_at":"2026-10-15T19:54:39Z","board_verified":true,"closed_at":null,"days_open":2,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":2},"description":"Role Overview\nWe 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.\nThe 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.\nKey Responsibilities\nTechnical Support & Customer Experience Leadership\nLead, motivate, and develop a Technical Support team responsible for delivering timely and effective technical assistance.\nProvide oversight and guidance on troubleshooting customer issues, including complex technical concerns and escalations.\nServe as a working supervisor, directly handling customer escalations and supporting workload queues during high-volume periods.\nEnsure consistent delivery of high-quality customer experiences and effective issue resolution.\nPromote customer satisfaction, service quality, and strong resolution ownership across the team.\n\nTeam Management & Performance Coaching\nConduct regular coaching, feedback, and performance management to drive individual and team performance.\nDevelop employees through targeted coaching, mentoring, cross-training, and skills development.\nMonitor team performance against monthly, quarterly, and annual operational targets.\nDevelop and execute action plans to address performance gaps and improve team effectiveness.\nAddress attendance, engagement, performance, and employee-related concerns in accordance with company policies.\nPromote a culture of accountability, teamwork, and continuous improvement.\n\nOperations & Workforce Management\nManage daily staffing and scheduling requirements to maintain appropriate coverage and service levels.\nSupport workforce planning activities related to staffing, training, systems, facilities, and operational readiness.\nMonitor workload volumes and operational demands and adjust resources accordingly.\nEnsure the team remains responsive during high-volume periods and changing business requirements.\nSupport operational readiness for new products, processes, tools, and initiatives.\n\nEscalation & Technical Issue Management\nProvide guidance to support representatives handling complex technical and customer issues.\nTake ownership of escalated customer concerns and ensure appropriate resolution.\nIdentify recurring technical or process issues and work with relevant teams to develop corrective actions.\nPartner with Quality and other operational teams to improve resolution quality and customer outcomes.\nCommunicate and implement new or updated policies, procedures, and support processes.\n\nReporting & Continuous Improvement\nAnalyze operational and customer support data to identify trends, performance gaps, and improvement opportunities.\nGenerate and interpret reports to support operational decision-making.\nDevelop initiatives to improve service levels, productivity, quality, customer satisfaction, and overall support effectiveness.\nPartner with leadership to establish and execute operational improvement plans.\nIdentify opportunities for process and system enhancements.\n\nCross-Functional Collaboration\nBuild strong working relationships with internal leadership, cross-functional teams, and external business partners.\nCollaborate with Quality, Regulatory, Field Sales, Inside Sales, and other departments to support customer requirements and operational initiatives.\nSupport new product launches and ensure technical support teams are adequately prepared.\nCoordinate with external providers and stakeholders to improve communication and operational efficiency.\nProvide clear updates and recommendations to leadership on operational performance and support requirements.\n\nRequired Qualifications & Experience\nProven experience leading or supervising teams in a:\nTechnical Support environment\nCall Center / Contact Center\nCustomer Service environment\nShared Services operation\nExperience managing voice-based customer support teams in a fast-paced, customer-facing environment.\nStrong experience in people management, coaching, mentoring, and performance management.\nDemonstrated ability to handle technical/customer escalations and complex customer concerns.\nStrong troubleshooting and problem-solving capabilities.\nExperience managing operational KPIs and developing action plans to improve performance.\nStrong analytical skills with the ability to interpret reports and operational data.\nExcellent verbal and written communication skills.\nStrong organizational skills with the ability to manage staffing requirements, multiple priorities, and changing operational demands.\nWillingness to work flexible schedules, including evenings, weekends, and holidays, as required by business operations.\n\nCore Competencies\nTechnical Support Leadership\nPeople & Performance Management\nCustomer Experience Management\nTechnical Troubleshooting & Escalation Management\nWorkforce & Staffing Coordination\nKPI and Performance Analysis\nCoaching & Employee Development\nProcess Improvement\nStakeholder Management\nOperational Readiness\n\nNice-to-Have Experience\nExperience supporting healthcare, medical device, SaaS, or other highly technical products.\nExperience with advanced technical cross-training programs.\nStrong background in escalation management.\nExposure to workforce planning and staffing coordination.\nExperience supporting product launches or operational transitions.","description_format":"text","description_chars":5717,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Flexible 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