Customer Support Supervisor – Night Shift (Manila)

About the role

As a Customer Support Supervisor you will lead a high‑performing team of support professionals in a fast‑growing healthcare technology company. Working the night shift aligned with US Central Time, you will ensure exceptional service quality and drive customer satisfaction across thousands of pharmacies and millions of patients.

Key responsibilities

• Lead, coach, and develop a team of support technicians.
• Monitor and improve key performance metrics to maintain service excellence.
• Handle escalated customer and employee issues with empathy and efficiency.
• Schedule and manage shift coverage, ensuring compliance with flexible night‑shift windows.
• Collaborate with global leaders to align support processes with business goals.

Required profile

• Minimum 3 years of support technician experience.
• At least 1 year in a supervisory or team‑lead role (preferred).
• High school diploma or equivalent (required); associate or bachelor’s degree (preferred).
• Strong oral and written communication, active listening, and interpersonal skills.
• Excellent time‑management, decision‑making, and problem‑resolution abilities.

Required skills

• Effective communication (written and verbal).
• Empathy and active listening for handling challenging situations.
• Organizational and presentation skills.

What we offer

• Competitive salary with night‑differential pay.
• HMO coverage (including dependents after regularization).
• Prime office location in Ortigas with easy MRT access.
• Salary‑advance program (subject to bank assessment).
• Unlimited upskilling through Emapta Academy.
• Free 24/7 gym access and a personal fitness trainer.
• Employee‑referral incentives, lifestyle discounts, and 20 annual leave days (5 convertible to cash).
• Mentorship, global exposure, and clear career‑growth pathways.