Customer Support Supervisor | Onsite | Ortigas | Night Shift

Lead High-Performing Customer Support Operations in Healthcare Technology

Our client is a leading healthcare technology innovator revolutionizing pharmacy operations through cutting-edge software, integrated systems, and expansive care networks. Serving thousands of pharmacies and millions of patients, they deliver solutions that enhance efficiency, improve patient engagement, and expand access to medications. Backed by decades of expertise and a strong track record of innovation, they empower providers to achieve better outcomes and thrive in an increasingly complex and rapidly evolving healthcare landscape.

Job Description

Exceptional customer experiences begin with strong leadership and operational excellence. In the Customer Support Supervisor role, lead a team of support professionals, drive service quality, strengthen team performance, and ensure outstanding customer outcomes. With direct influence on customer satisfaction and business success, this opportunity offers a long-term global career with Emapta, designed for top 1% talent seeking meaningful work, career growth, and a balanced professional life.

Job Overview

Employment Type: Full Time

Shift: Night Shift 8:00 AM - 5:00 PM (US Central Time), Flexible scheduling within this window, Consecutive Off

Work Setup: Onsite, Ortigas

Exciting Perks Await!

• Competitive Salary Package
• Night differential pay to maximize your earnings
• HMO coverage with free dependent upon regularization
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

Education/Training

• Minimum of 3 years of Support Technician experience and at least 1 year of experience in a Supervisor or Team Lead role preferred
• High school diploma or equivalent required
• Associate or bachelor's degree preferred

Required Work Experience/Skills

• Strong oral and written communication skills
• Strong interpersonal, active listening, and empathetic skills to effectively handle challenging employee and customer situations
• Exceptional time management, decision-making, organizational, presentation, and problem-resolution skills
• Exceptional communication, human relations, and interpersonal skills

Discretionary Judgment

• Uses independent judgment and discretion based on experience in the position and knowledge of products, equipment, and services
• Seeks assistance from Support leadership or other departments when necessary to help resolve issues

Physical Demands, Working Conditions, and General Employment Guidelines

• General office environment
• Prolonged computer use throughout the workday
• Frequent sitting, standing, phone communication, and headset use for the majority of the workday
• Moderate levels of stress may be experienced while performing job responsibilities
• Position is performed in a general office environment

Equipment

• Heavy use of telephone, computer, and printer
• Moderate use of other routine office equipment

Safety to Self and Others

• Limited responsibility for the safety of others
• Position is performed in an office environment without hazardous materials or equipment

Working Conditions/Hazards

• Position is performed in an open office environment

Your Daily Tasks

• Supervise the daily operations of the customer support team
• Oversee training activities and ensure process adherence for support technicians
• Identify, test, and implement new tools essential to support operations
• Collaborate with the Escalation Desk Team to identify and resolve defects
• Develop team members to meet or exceed key performance indicators (KPIs)
• Train team members on tools and methodologies to ensure service delivery complies with quality standards
• Coach team members to strengthen soft skills, technical skills, and business domain knowledge
• Evaluate team and individual performance at regular intervals (weekly and monthly) and provide coaching for growth
• Execute coaching, mentoring, and performance improvement plans
• Alert Support Managers and Directors of potential corrective or disciplinary action requirements
• Monitor active cases to ensure efficient and effective handling
• Serve as the first point of contact for customer inquiries as needed
• Defuse escalated or confrontational customer interactions and deliver positive customer experiences
• Approve time clock entries, PTO requests, and sick leave requests

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.

Apply now and experience the difference!