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 is an established organization within the healthcare industry, providing services where accuracy, data privacy, regulatory compliance, and compassionate customer interactions are essential. The organization works alongside healthcare professionals and administrative teams to ensure seamless operations and dependable support services across various communication channels.

The Role
We are seeking an experienced Technical Support Supervisor to lead a team of Support Technicians and oversee daily operations, team performance, and staffing requirements.

Serving as the link between frontline support and U.S. leadership, this role focuses on driving productivity, managing escalations, ensuring service quality, and improving operational processes.

This is a leadership-focused position, not a frontline support role, requiring strong decision-making, people management, and communication skills

What You'll Do

1. Team Leadership & Performance Management

• Oversee daily support operations, ensuring tickets are distributed effectively and workloads remain balanced across team members.

• Monitor individual and overall team performance through productivity, service quality, and customer satisfaction indicators.

• Analyze operational metrics, including ticket handling volume, SLA achievement, CSAT scores, and escalation frequency.

• Provide ongoing guidance, coaching, and immediate support to address performance gaps and operational challenges.

• Facilitate daily team huddles to discuss priorities, workload concerns, updates, and service expectations.

1. Escalation & Client Support Oversight

• Act as the primary point of contact for high-priority client concerns and escalations requiring supervisory intervention.

• Oversee complex technical cases and coordinate with development or other internal departments to ensure timely resolution.

• Verify that escalated cases contain complete information, supporting documentation, and appropriate follow-up actions.

• Maintain clear communication between support personnel, clients, and technical stakeholders throughout the escalation process.

• Ensure critical concerns are addressed promptly while maintaining a high standard of client experience.

1. Operational Excellence & Continuous Improvement

• Analyze ticket patterns, recurring technical concerns, and service delivery challenges to identify opportunities for improvement.

• Recognize emerging issues that may affect multiple clients and coordinate appropriate internal escalation.

• Work with relevant departments to communicate business impact and support the prioritization of critical issues.

• Develop and refine operational guidelines, support procedures, and workflows to improve team efficiency.

• Ensure internal knowledge bases, process documents, and troubleshooting resources remain accurate and updated.

1. Workforce Management & People Development

• Coordinate team schedules, shift assignments, and staffing coverage to meet operational requirements.

• Track attendance, schedule adherence, and staffing levels to identify potential coverage gaps.

• Support recruitment activities, candidate assessments, onboarding, and training of new team members.

• Conduct regular performance reviews, one-on-one coaching sessions, and developmental discussions.

• Promote accountability, employee engagement, and continuous learning within the team.

1. Reporting & Stakeholder Communication

• Prepare and deliver weekly operational and team performance updates to U.S.-based management.

• Present performance trends, operational concerns, staffing updates, and recommended action plans.

• Immediately communicate significant service disruptions, urgent escalations, and potential business risks.

• Collaborate with leadership on strategies to improve productivity, service quality, and overall team performance.

• Provide management with actionable insights and recommendations to support operational decision-making.

What We're Looking For

• 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 Philippine citizens currently based in the Philippines.

Know someone great for this role? Refer them here and earn up to PHP 8,000 via GCash for every successful hire.