Customer Support Supervisor

2 days ago

Cebu City, Central Visayas, Philippines One Visaya Gaming Corp. Full time ₱35,000 - ₱45,000 per year

Job Overview

We are looking for a Customer Support Supervisor to lead our support team in providing timely, accurate, and high-quality assistance to customers. The role ensures effective resolution of customer issues, manages team performance, and implements support processes that enhance customer satisfaction and efficiency.

Key Responsibilities

  • Supervise, mentor, and develop a team of Customer Support Representatives.
  • Oversee daily operations in email, chat, and ticketing systems to ensure SLAs and KPIs are met.
  • Handle and resolve escalated customer concerns, particularly complex technical or product-related issues.
  • Provide coaching, training, and performance feedback to improve individual and team effectiveness.
  • Collaborate with product, operations, and technical teams to resolve recurring issues and improve workflows.
  • Monitor and analyze support metrics (response times, resolution rates, customer satisfaction scores).
  • Create and maintain support documentation, FAQs, and knowledge base content.
  • Prepare regular reports on team performance and customer feedback for management.
  • Promote a customer-first, solutions-oriented culture within the team.

Qualifications

  • Bachelor's degree in Business, IT, or related field (preferred).
  • Proven experience as a Customer Support Supervisor, Team Leader, or similar leadership role.
  • Strong knowledge of support tools (CRM, helpdesk/ticketing systems like Zendesk, Freshdesk, etc.).
  • Excellent communication, troubleshooting, and problem-solving skills.
  • Ability to lead and motivate a team in a fast-paced environment.
  • Strong organizational and analytical skills.
  • Flexible to work shifting schedules, weekends, or holidays if required.

Core Competencies

  • Leadership & Coaching
  • Technical/Problem-Solving Mindset
  • Customer-Centric Attitude
  • Conflict Resolution & Escalation Management
  • Communication & Collaboration
  • Adaptability in High-Pressure Situations

Job Types: Full-time, Permanent

Pay: Php35, Php45,000.00 per month

Benefits:

  • Company Christmas gift
  • Company events
  • Health insurance
  • Opportunities for promotion
  • Paid training
  • Pay raise
  • Promotion to permanent employee

Work Location: In person

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