Technical Support Supervisor

BCM One is seeking a Technical Support Supervisor to lead, coach, and empower our Makati-based Technical Operations team. This role plays a critical part in delivering exceptional telecom and VoIP support to our Ecommerce customers, ensuring that service requests are resolved efficiently, accurately, and in alignment with BCM One's standards of operational excellence.

As a people-first leader, you will work alongside of US leaders to empower and guide a team of Technical Support Representatives. This role will act as the primary escalation point for complex VoIP issues, drive process improvements, and partner closely with cross-functional teams to uphold 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 - 12am to 9am local. (11am to 8pm Eastern US business hours.)

What You Will Do:

• Lead and coach the Technical Operations team across overlapping shifts, providing regular feedback, performance reviews, and supporting hiring and onboarding.
• 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 escalation point for complex VoIP and network issues, troubleshooting SIP, call quality, SBCs, gateways, IP PBXs, APIs, Messaging, and Fax services using tools like Autotask, Flowroute, NexVortex, Polestar, and Homer.
• Develop and deliver training programs with the Makati trainer, identify performance gaps, and implement process improvements—including a structured training template within 6 months.
• Collaborate with cross-functional teams to resolve recurring issues, communicate trends and outages to leadership, and provide clear, proactive updates when managing up.

What You Will Need:

• Minimum 5+ years of experience in Telecom/VoIP technical support or helpdesk roles.
• Bachelor's degree preferred (technical or related field), but significant relevant experience may substitute.
• Strong knowledge of SIP, RTP, H.323, VoIP architecture, call flow analysis, and tools such as Wireshark.
• Solid understanding of TCP/IP, DNS, DHCP, VPNs, firewalls, and network troubleshooting.
• Experience with SBCs, IP PBXs, gateways, and related infrastructure.
• Familiarity with ticketing systems (Autotask, Zendesk) and collaboration tools (Slack, Teams, WebEx).
• SSCA certification is a plus.
• 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.