📍 Job Overview

Job Title: Supervisor Technical Support
Company: Dexcom
Location: Cebu City, Cebu, Philippines
Job Type: Full-Time, Hybrid
Category: Customer Support & Success
Date Posted: June 19, 2025
Experience Level: 5-10 years
Remote Status: On-site/Hybrid

🚀 Role Summary

Lead a high call volume Technical Support team in a shared services or call center environment.
Manage day-to-day operations, troubleshoot issues, and collaborate with other departments to ensure customer satisfaction and advocacy.
Design efficient processes and coach employees to achieve department performance standards.
Embrace a culture of innovation, camaraderie, and a drive to be amazing while transforming the support experience with cutting-edge CGM technology.

📝 Enhancement Note: This role requires a balance of technical proficiency, leadership skills, and a positive attitude to thrive in a dynamic, high-volume environment. The ideal candidate will have experience in leading teams, achieving results, and handling challenging situations.

💻 Primary Responsibilities

Team Leadership: Lead a team in a high call volume environment, managing day-to-day operations, and ensuring adherence to Technical Support policies and procedures.
Troubleshooting & Communication: Troubleshoot complex technical issues and communicate solutions effectively to customers and team members.
Process Design & Collaboration: Design efficient processes and collaborate with other departments to enhance customer satisfaction and advocacy.
Performance Management: Achieve service level goals, manage employee performance, and identify efficiency opportunities.
Training & Coaching: Train and coach employees to meet department performance standards and encourage a team environment.

📝 Enhancement Note: This role requires a strong focus on customer satisfaction, problem-solving, and team management. The successful candidate will be able to handle challenging situations, maintain a positive attitude, and consistently exceed individual requirements.

🎓 Skills & Qualifications

Education: Bachelor's degree in a relevant field.

Experience: 5-8 years of industry experience, including informal management or team lead experience.

Required Skills:

Proven team leadership and management skills.
Excellent troubleshooting, communication, and collaboration skills.
Strong problem-solving abilities and a positive attitude.
Ability to handle challenging situations and maintain a high level of customer satisfaction.
Flexibility to work evenings, holidays, and weekends as needed.

Preferred Skills:

Experience in the healthcare or medical device industry.
Familiarity with continuous glucose monitoring (CGM) technology.
Bilingual or multilingual proficiency.
Experience with customer relationship management (CRM) software.

📝 Enhancement Note: While industry experience is preferred, candidates with a strong background in customer support, team leadership, and technical troubleshooting may also be considered. Familiarity with CGM technology and the healthcare industry would be beneficial but is not strictly required.

📊 Web Portfolio & Project Requirements

N/A - This role does not require a web portfolio or project requirements.

💵 Compensation & Benefits

Salary Range: PHP 60,000 - PHP 80,000 per month (Estimated based on market research and experience level)

Benefits:

Comprehensive benefits program.
Growth opportunities on a global scale.
Career development through in-house learning programs and/or qualified tuition reimbursement.
Access to an exciting and innovative, industry-leading organization committed to employees, customers, and communities.

Working Hours: Full-time, with flexibility to work evenings, holidays, and weekends as needed.

📝 Enhancement Note: The estimated salary range is based on market research and experience level. Actual salary may vary depending on the candidate's qualifications and the company's internal salary structure.

🎯 Team & Company Context

🏢 Company Culture

Industry: Healthcare technology, specifically continuous glucose monitoring (CGM) devices.

Company Size: Large (over 5,000 employees)

Founded: 1999

Team Structure:

The Technical Support team is part of the broader Customer Support & Success department.
The team is led by a Supervisor, who reports directly to the Customer Support Manager.
The team works closely with other departments, such as Product, Engineering, and Customer Experience, to ensure customer satisfaction and advocacy.

Development Methodology:

The company follows Agile methodologies for product development and continuous improvement.
The Technical Support team uses a ticketing system to manage customer issues and track progress.
Regular team meetings and one-on-ones are held to discuss performance, provide feedback, and address any concerns.

Company Website: Dexcom

📝 Enhancement Note: Dexcom is a global leader in continuous glucose monitoring (CGM) technology, with a strong commitment to improving human health. The company values innovation, excellence, and a drive to be amazing, which are reflected in its culture and approach to customer support.

📈 Career & Growth Analysis

Web Technology Career Level: This role is a mid-level management position, focusing on leading a team and driving customer satisfaction in a high call volume environment.

Reporting Structure: The Supervisor Technical Support reports directly to the Customer Support Manager and is responsible for leading a team of Technical Support Specialists.

Technical Impact: This role has a significant impact on customer satisfaction and advocacy by ensuring that technical issues are resolved efficiently and effectively. The Supervisor Technical Support also plays a crucial role in designing efficient processes and coaching employees to meet department performance standards.

Growth Opportunities:

Career Progression: With experience and strong performance, there may be opportunities to advance to a Customer Support Manager or similar role within the organization.
Technical Skill Development: The company offers in-house learning programs and qualified tuition reimbursement to support employee growth and development.
Leadership Potential: The role provides opportunities to develop leadership skills, including team management, performance management, and process design.

📝 Enhancement Note: Dexcom offers a range of growth opportunities for employees, including career progression, technical skill development, and leadership potential. The company values internal promotion and supports employees in developing their skills and advancing their careers.

🌐 Work Environment

Office Type: Hybrid, with a mix of on-site and remote work.

Office Location(s): Cebu City, Philippines

Workspace Context:

The office provides a collaborative workspace with multiple monitors and testing devices available for Technical Support Specialists.
The team works closely together, with a focus on knowledge sharing, technical mentoring, and continuous learning.
The office environment is dynamic, with a high call volume and a focus on customer satisfaction and advocacy.

Work Schedule: Full-time, with flexibility to work evenings, holidays, and weekends as needed to support customers and achieve service level goals.

📝 Enhancement Note: The hybrid work environment at Dexcom offers a balance between on-site collaboration and remote flexibility. The dynamic, high call volume environment requires strong communication, problem-solving, and team management skills.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief phone or video call to discuss the role, qualifications, and expectations.
Technical Assessment: A hands-on assessment of troubleshooting, communication, and collaboration skills, focusing on real-life customer scenarios.
Behavioral Interview: A structured interview focusing on leadership, problem-solving, and customer service skills.
Final Interview: A meeting with the hiring manager and other team members to discuss the role, team dynamics, and company culture.

Portfolio Review Tips:

N/A - This role does not require a web portfolio or project requirements.

Technical Challenge Preparation:

Brush up on troubleshooting skills, focusing on customer service and problem-solving.
Familiarize yourself with the company's products and services, as well as the industry and competitors.
Prepare for behavioral interview questions, focusing on leadership, team management, and customer service skills.

ATS Keywords: (Relevant keywords for resume optimization, organized by category)

Customer Service: Customer Satisfaction, Customer Support, Customer Experience, Customer Service Representative, Customer Service Supervisor
Leadership: Team Leadership, Team Management, Performance Management, Employee Coaching, Process Design
Troubleshooting: Technical Troubleshooting, Problem-Solving, Customer Issue Resolution, Customer Support
Communication: Communication Skills, Collaboration, Customer Communication, Stakeholder Management
Industry: Healthcare, Medical Device, Continuous Glucose Monitoring (CGM), Diabetes Management
Tools: CRM Software, Ticketing System, Customer Service Software

📝 Enhancement Note: The interview process for this role focuses on assessing technical troubleshooting, communication, and leadership skills, as well as cultural fit and problem-solving abilities. Candidates should be prepared to discuss their experience in a high call volume environment and their approach to customer service and support.

🛠 Technology Stack & Web Infrastructure

N/A - This role does not require specific web technology or infrastructure knowledge.

👥 Team Culture & Values

Web Development Values:

Customer Focus: Putting customers first and ensuring their satisfaction and advocacy.
Innovation: Embracing a culture of innovation and continuous improvement.
Camaraderie: Fostering a collaborative and supportive team environment.
Excellence: Striving for excellence in all aspects of the role, from technical troubleshooting to team management and customer service.

Collaboration Style:

Cross-Functional Integration: Working closely with other departments, such as Product, Engineering, and Customer Experience, to ensure customer satisfaction and advocacy.
Code Review Culture: Regularly reviewing and discussing customer issues and solutions to improve processes and performance.
Peer Programming: Collaborating with team members to troubleshoot complex issues and share knowledge and expertise.

📝 Enhancement Note: Dexcom's Technical Support team values a customer-focused, innovative, and collaborative approach to customer service and support. The team works closely together and with other departments to ensure customer satisfaction and advocacy.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High Call Volume: Managing a high call volume environment, with a focus on efficiency and customer satisfaction.
Complex Issues: Troubleshooting complex technical issues and finding creative solutions to resolve customer problems.
Customer Expectations: Meeting and exceeding customer expectations in a dynamic and demanding environment.
Process Improvement: Identifying and implementing process improvements to enhance customer satisfaction and team performance.

Learning & Development Opportunities:

Technical Skill Development: Expanding technical knowledge and expertise in continuous glucose monitoring (CGM) technology and related fields.
Leadership Development: Developing leadership skills, including team management, performance management, and process design.
Industry Knowledge: Gaining a deeper understanding of the healthcare industry, medical devices, and diabetes management.

📝 Enhancement Note: This role presents a range of technical challenges and growth opportunities, from troubleshooting complex issues to process improvement and leadership development. The dynamic, high call volume environment requires strong problem-solving, communication, and leadership skills.

💡 Interview Preparation

Technical Questions:

Troubleshooting Scenarios: Be prepared to discuss real-life customer scenarios and walk through your approach to troubleshooting and resolution.
Process Improvement: Describe a process you've improved or designed, and explain the steps you took to achieve better results.
Customer Service: Share an example of exceptional customer service, explaining your approach and the outcome.

Company & Culture Questions:

Company Culture: Explain what you understand about Dexcom's culture and values, and how you would contribute to them as a Supervisor Technical Support.
Team Dynamics: Describe your experience working in a high call volume environment and how you've handled team management and collaboration.
Customer Focus: Explain how you prioritize customer satisfaction and advocacy in your approach to technical support and customer service.

Portfolio Presentation Strategy:

N/A - This role does not require a web portfolio or project requirements.

📝 Enhancement Note: The interview process for this role focuses on assessing technical troubleshooting, communication, and leadership skills, as well as cultural fit and problem-solving abilities. Candidates should be prepared to discuss their experience in a high call volume environment and their approach to customer service and support.

📌 Application Steps

To apply for this Supervisor Technical Support position:

Submit your application through the application link provided.
Tailor your resume and cover letter to highlight your relevant experience in customer service, technical troubleshooting, and team management.
Prepare for the phone or video screen, technical assessment, behavioral interview, and final interview by brushing up on your troubleshooting skills, reviewing the company's products and services, and practicing your responses to common interview questions.
Research the company, its products, and the industry to demonstrate your enthusiasm and understanding of the role and the organization.

⚠️ Important Notice: This enhanced job description includes AI-generated insights and customer service industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Supervisor Technical Support