NOC Support Ticket Controller Supervisor, UCaaS

Are you a natural leader who thrives in fast-paced, service-driven environments? BCM One is seeking a NOC Support Ticket Controller Supervisor to lead a high-performing technical support team that keeps our customers connected and supported 24/7. As a technical subject-matter expert and coach, you'll empower your team to deliver world-class service for our partners and their end users, ensuring every ticket is managed with precision, empathy, and accountability. You'll take ownership of escalations, drive SLA adherence and process compliance, and deliver actionable reporting and metrics that power operational excellence. This is a hands-on leadership role for someone who leads by example, communicates with confidence, and takes pride in developing others while upholding exceptional service standards.

Work Locations: 

This position will be hybrid based out of our office in Bacolod 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.  This position must live and be authorized to work in the Philippines; it is not eligible for relocation or sponsorship.

Hours: 

Night Shift - 9pm to 6am local.  (9am to 6pm Eastern US business hours.)  This role may need to flex hours to support a 24x7 team.

What You Will Do:

• Lead and coach a team of Ticket Controllers and Tier 1 Support Engineers that handle issues for our partners and on behalf of our partners for a very specific account base to ensure timely and effective management of customer tickets and incidents.
• Act as a technical SME, providing guidance, training, and escalation support to the team.
• Oversee day-to-day ticket flow to maintain SLA compliance, prioritizing critical issues and ensuring resolution quality.
• Manage escalations confidently and empathetically, communicating clearly with customers, internal teams, and partners.
• Monitor team performance and operational metrics; generate and analyze reports to identify trends, risks, and areas for improvement.
• Collaborate cross-functionally with Engineering, Service Delivery, and Customer Success teams to streamline communication and problem resolution.
• Ensure consistent documentation and adherence to standard operating procedures within the ticketing system.
• Support continuous improvement initiatives aimed at enhancing service quality, efficiency, and customer satisfaction.
• Conduct regular performance reviews, coaching sessions, and skill development plans to foster growth within the team.
• Participate in on-call rotations or after-hours escalations as required to support 24/7 operations.
• Champion BCM One's customer-first culture, setting the tone for accountability, collaboration, and service excellence.
  
  

What You Will Need:

• Bachelor's degree in a relevant field such as Electrical and Communication Engineering (ECE), Computer Engineering (CoE), or any IT-related discipline. 
• Proficient understanding of IPv4 networking principles including WAN, LAN, DNS, UDP, and TCP.
• Demonstrated experience in using Microsoft Excel for data management and analysis.
• Previous experience as a SME, team lead, or trainer, facilitating the professional development of support staff. 
• Previous experience in a ticketing or a support coordination role. 
• Previous customer support experience. 

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.