About The Back Room

We exist to free our clients' time so they can focus on what they do best — growing their business. We deliver smart, efficient solutions that liberate teams from the everyday admin, and we hold ourselves to the same standard. Time is the ultimate currency, and we treat it like it.

About the Client

The client operates in the healthcare sector and delivers services that require high standards of compliance, confidentiality, and patient-centred communication. Their teams work closely with clinical and administrative stakeholders to deliver reliable support and exceptional service across multiple channels.

The Role

Customer Support Supervisor

Reports To: U.S. Leadership
Direct Reports: 10–15 Customer Support Technicians
Shift: Full-time | U.S. CST Hours
Location: Philippines (BPO Setup) / Remote or Hybrid

Position Overview

The Customer Support Supervisor is an operations-focused leadership role responsible for overseeing the daily performance, staffing, and accountability of a pod of Customer Support Technicians. This role serves as the primary bridge between frontline support teams and U.S. leadership, ensuring team performance standards, escalation management, and operational excellence.

This is not a frontline ticket-handling role. The Supervisor primarily oversees operations, steps in for escalated client situations, coordinates with development teams, and proactively identifies opportunities to improve support processes.

Key Responsibilities

Team Performance & Queue Management

• Monitor technician queues, workload distribution, and daily team performance

• Track key metrics including ticket volume, SLA compliance, CSAT, and escalation rates

• Provide real-time coaching and intervene before issues impact performance

• Conduct daily team check-ins and communicate priorities

Escalation & Client Management

• Handle supervisor-level client escalations and complex situations

• Review and coordinate tickets escalated to development teams

• Ensure escalations are complete, documented, and followed through to resolution

• Serve as the escalation point between technicians, clients, and development

Issue Identification & Process Improvement

• Identify trends and recurring issues affecting multiple clients

• Escalate widespread issues and advocate for prioritization

• Recommend improvements to workflows, protocols, and support processes

• Maintain internal documentation and knowledge resources

Staffing & Leadership

• Manage team schedules and staffing coverage

• Monitor attendance trends and workforce needs

• Participate in interviewing, onboarding, and team development

• Conduct coaching sessions, provide feedback, and manage performance accountability

Reporting & Communication

• Submit weekly performance reports to U.S. leadership

• Escalate urgent operational concerns proactively

• Serve as a key advisor on team performance, challenges, and recommendations

Qualifications

• 3+ years of software support, helpdesk, or technical support experience

• 2+ years in a Team Lead, Supervisor, or Operations leadership role

• Experience managing escalations and coordinating cross-functional teams

• Experience supporting U.S.-based clients in a BPO environment

• Background in healthcare software or SaaS preferred

• Familiarity with Zendesk, Freshdesk, Jira, or similar ticketing platforms

• Strong communication, leadership, and performance management skills

Performance Metrics

• Pod ticket volume: 40–60 tickets per technician daily

• CSAT: 4.2+/5

• SLA compliance: 90%+

• Escalation rate: Below 10%

Why This Role

This role offers the chance to lead a high-impact support team within healthcare, where your decisions directly affect patient and client experience. You'll join a collaborative, ambitious environment and have real ownership over service quality and team development.

This role is open to applicants who are legally authorised to work in the location specified on the job advert.

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