Helpdesk Customer Support Supervisor Job Manila Utah USA,IT/Tech

Location: Manila

Role Overview

The Helpdesk Customer Support Supervisor is responsible for delivering high-quality customer support across multiple channels, while overseeing team performance and handling increasingly complex issues depending on tier level. This role spans from operational supervision to advanced technical expertise, supporting both customer experience and continuous process improvement.

Key Responsibilities Core Responsibilities (All Tiers)

Manage and respond to customer inquiries via chat, email, and ticketing systems in a high-volume environment
Ensure timely resolution of issues in line with defined service levels and performance metrics
Document customer interactions, troubleshooting steps, and resolutions accurately
Collaborate with internal teams to resolve customer concerns and improve service delivery
Support team performance through guidance, coaching, and process adherence
Contribute to process improvements and knowledge base development

Tier 3 (Scope
3) – Supervisor (Entry-Level Leadership)

Oversee daily team operations and support resolution of low-complexity inquiries
Act as a liaison between customers and internal departments for issue resolution
Monitor team performance and drive improvements in service quality and efficiency
Lead short-term operational initiatives and workflow enhancements
Provide guidance to team members and ensure adherence to processes and standards

Tier 2 (Scope
2) – Supervisor (Intermediate Support & Escalations)

Handle high-volume, complex customer inquiries and escalations
Troubleshoot issues related to campaign setup, performance, targeting, billing, and tracking
Guide customers on best practices to optimize platform usage
Ensure SLA adherence for response time, resolution, and customer satisfaction
Maintain detailed case documentation and contribute to internal knowledge resources
Collaborate with peers and team leads to improve service quality and operational efficiency
Work in a rotational shift schedule supporting global operations

Tier 1 (Scope
1) – Supervisor (Advanced Technical / SME)

Act as the escalation point for highly complex technical and integration-related issues
Troubleshoot advanced concerns involving APIs, tracking implementations, and system integrations
Analyze logs, data flows, and system outputs to diagnose and resolve issues
Use data querying techniques to investigate discrepancies and generate insights
Collaborate with engineering and product teams on root cause analysis and improvements
Support server-to-server integrations, data mapping, and technical configurations
Develop technical documentation, troubleshooting guides, and reusable solutions
Participate in testing and validation of new features and integrations
Explore automation opportunities to improve workflows

Qualifications Tier 3 (Scope
3)

Bachelor’s degree in Business, Marketing, Communications, or related field, or equivalent experience
0–2 years of experience in customer or technical support, preferably in a BPO or digital services environment
Basic understanding of digital advertising concepts
Strong communication and customer handling skills
Familiarity with CRM and ticketing systems
Ability to multitask in a KPI-driven environment

Tier 2 (Scope
2)

Bachelor’s degree in Business, Marketing, Information Technology, or related field
2–4 years of experience in customer or technical support Tier 1 (Scope
1)
- Bachelor’s degree in Computer Science, Information Systems, or related technical field
- 2–4 years of experience in backend support, technical integrations, or similar roles
- Strong proficiency in data querying and analysis
- Experience working with APIs, webhooks, and system integrations
- Ability to interpret structured data formats (e.g., JSON, XML)
- Strong understanding of tracking, attribution, and analytics concepts
- Excellent problem-solving and cross-functional collaboration skills

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