Remote Support Leadership Position

2 weeks ago


Cebu City, Central Visayas, Philippines IntouchCX Full time
Role Overview

We are seeking an experienced Technical Support Team Manager to join our team. In this role, you will be responsible for leading a team of remote support analysts, managing service delivery, and driving process improvement.

About IntouchCX

IntouchCX is a global leader in customer experience management, digital engagement, and AI and automation solutions. We are committed to delivering exceptional results and empowering our people to drive positive change.

About the Role

This exciting opportunity is for an experienced Technical Support Team Manager to lead a team of remote support analysts. As a key member of our leadership team, you will be responsible for overseeing the day-to-day operations of the technical support team, ensuring excellent service delivery, and driving continuous improvement.

Key Responsibilities
  • Team Development: Lead, mentor, and motivate a team of remote support analysts to ensure they have the skills and knowledge required to excel in their roles.
  • Service Performance: Manage SLAs for responsiveness, completeness of solutions provided, and user satisfaction, ensuring timely resolution of incidents.
  • Process Efficiency: Continuously evaluate and optimize remote support processes for efficiency and effectiveness, implementing best practices to enhance the overall quality of support services.
  • Ticket Escalation: Monitor team performance and individual analyst metrics, provide constructive feedback, and implement performance improvement plans as necessary.


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