Technical Customer Support Manager

Key Responsibilities Leadership: Lead, mentor, and coach Support team members to provide timely, consistent, and best-in-class customer support via telephone, email, chat, and any future channel Lead, mentor, and coach Support team members through difficult incidents and requests and communicate directly with customers and other departments if intervention is required Defuse customer incidents and intervene to appease unhappy customers if Support team members are unable to meet customers' needs satisfactorily Work with customers, Support, and other departments to not only solve technical and non-technical problems but also, develop, communicate, and implement workarounds for Support team members to deliver timely, consistent, and technically sound customer support Qualifications: - Minimum of 5 years of people management experience - Experience in BPO, SQL, and networking - Lead a team doing calls - Willing to work onsite in Shaw, Mandaluyong