{"id":2379153,"url":"https://alion.io/job/pmconsulting-helpdesk-customer-support-supervisor","title":"Helpdesk Customer Support Supervisor","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":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":null,"work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Manila, Philippines"],"countries":["PH"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":8000,"max_usd":17000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1641},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"SLI/SLO/SLA","optional":false}],"status":"live","first_seen_at":"2026-10-12T18:59:17Z","employer_posted_date":"2026-10-12","last_verified_at":"2026-10-13T08:48:37Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Role Overview\nThe Helpdesk Customer Support Supervisor is responsible for delivering high-quality customer support across multiple channels, while overseeing team performance and handling increasingly complex issues depending on tier level. This role spans from operational supervision to advanced technical expertise, supporting both customer experience and continuous process improvement.\nKey Responsibilities\nCore Responsibilities (All Tiers)\nManage and respond to customer inquiries via chat, email, and ticketing systems in a high-volume environment\nEnsure timely resolution of issues in line with defined service levels and performance metrics\nDocument customer interactions, troubleshooting steps, and resolutions accurately\nCollaborate with internal teams to resolve customer concerns and improve service delivery\nSupport team performance through guidance, coaching, and process adherence\nContribute to process improvements and knowledge base development\nTier 3 (Scope 3) - Supervisor (Entry-Level Leadership)\nOversee daily team operations and support resolution of low-complexity inquiries\nAct as a liaison between customers and internal departments for issue resolution\nMonitor team performance and drive improvements in service quality and efficiency\nLead short-term operational initiatives and workflow enhancements\nProvide guidance to team members and ensure adherence to processes and standards\nTier 2 (Scope 2) - Supervisor (Intermediate Support & Escalations)\nHandle high-volume, complex customer inquiries and escalations\nTroubleshoot issues related to campaign setup, performance, targeting, billing, and tracking\nGuide customers on best practices to optimize platform usage\nEnsure SLA adherence for response time, resolution, and customer satisfaction\nMaintain detailed case documentation and contribute to internal knowledge resources\nCollaborate with peers and team leads to improve service quality and operational efficiency\nWork in a rotational shift schedule supporting global operations\nTier 1 (Scope 1) - Supervisor (Advanced Technical / SME)\nAct as the escalation point for highly complex technical and integration-related issues\nTroubleshoot advanced concerns involving APIs, tracking implementations, and system integrations\nAnalyze logs, data flows, and system outputs to diagnose and resolve issues\nUse data querying techniques to investigate discrepancies and generate insights\nCollaborate with engineering and product teams on root cause analysis and improvements\nSupport server-to-server integrations, data mapping, and technical configurations\nDevelop technical documentation, troubleshooting guides, and reusable solutions\nParticipate in testing and validation of new features and integrations\nExplore automation opportunities to improve workflows\nQualifications\nTier 3 (Scope 3)\nBachelor’s degree in Business, Marketing, Communications, or related field, or equivalent experience\n0-2 years of experience in customer or technical support, preferably in a BPO or digital services environment\nBasic understanding of digital advertising concepts\nStrong communication and customer handling skills\nFamiliarity with CRM and ticketing systems\nAbility to multitask in a KPI-driven environment\nTier 2 (Scope 2)\nBachelor’s degree in Business, Marketing, Information Technology, or related field\n2-4 years of experience in customer or technical support\nExperience with customer support tools and ticketing platforms\nStrong understanding of digital advertising concepts (e.g., campaign metrics, targeting, tracking)\nAnalytical mindset with ability to interpret data and recommend improvements\nStrong communication and interpersonal skills\nAbility to work in a fast-paced, shift-based environment\nTier 1 (Scope 1)\nBachelor’s degree in Computer Science, Information Systems, or related technical field\n2-4 years of experience in backend support, technical integrations, or similar roles\nStrong proficiency in data querying and analysis\nExperience working with APIs, webhooks, and system integrations\nAbility to interpret structured data formats (e.g., JSON, XML)\nStrong understanding of tracking, attribution, and analytics concepts\nExcellent problem-solving 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