Customer Care Supervisor

BCM One is seeking a Customer Care Supervisor to lead, coach, and inspire our Makati-based Customer Care team. This role is critical in delivering exceptional service and ensuring customer satisfaction and retention. As a bridge between frontline staff and leadership, you will champion operational excellence, empower your team, and foster a culture of continuous improvement.

As a people-first leader, you will work alongside US-based leadership to empower and guide a team of Customer Care Specialist. This role will serve as the primary escalation point for complex customer issues, drive process improvements, and collaborate closely with cross-functional teams to maintain a high-performing, customer-centric support environment.

Work Locations:

This position will be hybrid based out of our office in Makati City, Philippines. We are typically in the office 3 days per week with WFH the other 2 days. This is subject to change based on the demands of the position and company.

Hours:

Hours are subject to change based on business needs. This role will typically be night shift - 9pm to 6am local time.

What You Will Do:

• Supervise daily team activities, provide coaching, and create a positive, customer-centric environment.
• Track KPIs such as call handling times, conduct evaluations, and deliver constructive feedback.
• Drive operational excellence by managing ticket flow, triage, and escalations, ensuring SLA compliance and improving key metrics such as AHT, resolution time, and CSAT.
• Act as the primary point of contact for complex customer complaints and inquiries, resolving issues with tact and professionalism.
• Monitor interactions across phone, email, and ticketing systems to uphold service standards.
• Collaborate on new procedures and policies to enhance efficiency and customer experience.
• Partner with Sales, Technical Support, and Service Delivery teams to ensure a seamless customer experience.

What You Will Need:

• Minimum 4 years in customer care; telecom industry experience preferred.
• Bachelor's degree preferred, but significant relevant experience may substitute.
• Familiarity with ticketing systems (Autotask, Zendesk) and collaboration tools (Slack, Teams, WebEx).
• Strong leadership presence with the ability to mentor, motivate, and guide teams.
• Humble, willing to learn, and able to say "I don't know" while seeking solutions.
• Excellent communication skills—both technical and non-technical.
• Strong analytical and critical thinking skills.
• High attention to detail, especially when managing KPIs, SLAs, and reports.
• Ability to manage up—providing transparent updates, raising risks, and collaborating openly with leadership.
• Customer-focused, calm under pressure, and committed to service excellence.

Who We Are:

BCM One is a leading telecom provider of NextGen Communications and Managed Services that has been in business for 30 years with more than 18,000 business customers and 5,000 channel partners who rely on our products, services, and teams to support their critical underlying network infrastructure. BCM One is the parent company to our family of brands that includes SIP.US, SIPTRUNK, Flowroute, SkySwitch, and Pure IP.

Joining the BCM One team is a chance to be part of a financially strong company with an exciting growth story; over the past 4 years we've brought together leading companies in our space who have built products, services, and programs to innovate and disrupt our industry. Now, operating under one roof, we are taking BCM One to the next level and looking for talented individuals to help make that happen.

When you choose to work at BCM One, you get to work with a talented team and build experience with the leading technologies, suppliers, and partners in our industry. We don't offer cookie-cutter solutions, so the opportunities are endless, and the work is always varied and interesting. We take our mission "to provide a world-class experience with every human interaction" seriously, which means everything you do makes a difference. And we're committed to building and nurturing a diverse and inclusive workforce and environment that empowers you to do your best work, spread your wings and reach your full potential. At BCM One, we encourage our team to learn something new every day, so you don't just become part of our growth story, we become part of yours.

Why BCM One

We are committed to creating an environment that fosters teamwork, accountability, innovation, and teamwork. Many BCM One employees have been with the company for 10+ years, which we think says a lot about our culture.

We Are a Team

• We pride ourselves on our team-based approach to providing quality solutions for our clients. BCM One encourages a culture of collaboration, exposing employees to different areas of the business and fostering career growth.
• We support employee involvement and provide opportunities to be responsible stewards via our BCM One Gives Back Program and our Emergency Fund to help our team members who are going through difficult times.

Hard Work is Recognized

• We offer an Employee of the Quarter program with a monetary award and Employee of the Year that includes a 7-day vacation package to the Caribbean. In addition, we host various regional team-building gatherings throughout the year.
• We believe in developing our team members and offer many opportunities for training, professional development and career growth.

Your Voice is Heard

• We empower our team members to speak up and look for opportunities in challenges.
• We have an Employee Council and a Diversity Equity and Inclusion Committee made up of volunteers from across the company who share a passion for making BCM One a great place to work and find ways to positively impact our communities.

How we take care of you:

• Competitive industry salaries with annual reviews
• Health Insurance (HMO with 2 free dependents)
• Generous Paid time off
• Company retirement plan
• 13th month pay

BCM One is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to sex, gender identity, sexual orientation, race, color, religion, national origin, disability, protected Veteran status, age, or any other characteristic protected by applicable law.