Lead the Team Behind Smarter Pharmacy Technology
Our client is a healthcare technology company delivering integrated software solutions for community, long-term care, and outpatient pharmacies. They provide pharmacy management, workflow automation, delivery, claims processing, patient engagement, and financial technology that help pharmacies operate more efficiently. Through connected digital solutions, they support pharmacy teams in streamlining operations, strengthening medication management, improving business performance, and delivering better patient experiences.
About the Role
Move beyond managing tickets and start shaping how technical support performs. As a Customer Support Supervisor, you'll coach talent, strengthen processes, oversee escalations, and raise service standards for the pharmacy technology industry. Gain international leadership exposure and take your customer support career to the next level with Emapta.
Your Career Snapshot
- Employment Type: Full-time
- Shift: Night Shift (Monday to Friday, 8:00 AM-5:00 PM CST), Weekends Off
- Work setup: Onsite, Ortigas
Exciting Perks Await!
- Competitive Salary Package
- HMO coverage with free dependent upon regularization
- Prime office location in Ortigas with easy access to MRT stations, restaurants, and banks
- Fixed weekends off
- 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 at 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 & Experience
- 3 to 5 years of relevant experience in customer support or technical support, including experience as a Support Technician
- 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
Leadership & Professional Skills
- Strong oral and written communication skills
- Strong interpersonal, active listening, and empathy skills to manage challenging employee and customer situations
- Exceptional time management, decision-making, organizational, presentation, and problem-solving skills
- Ability to exercise independent judgment and discretion based on experience and knowledge of products, equipment, and services
- Ability to collaborate effectively with Support Leadership and cross-functional teams to resolve
Your Daily Tasks
Team Leadership & Operations
- Supervise the daily operations of the customer support team.
- Oversee training and process adherence across the support technician team.
- Develop team members to meet or exceed key performance indicators (KPIs).
- Train team members on tools and methodologies to ensure service delivery meets quality standards.
- Coach team members to strengthen soft skills, technical capabilities, and business domain knowledge.
- Evaluate individual and team performance at weekly and monthly intervals and provide coaching for continuous growth.
- Execute established coaching, mentoring, and performance improvement plans.
- Alert Support Managers or Directors to potential needs for corrective or disciplinary action plans.
Support Operations & Process Improvement
- Identify, test, and implement new tools essential to customer support operations.
- Collaborate with the Escalation Desk Team to identify and correct defects.
- Monitor active cases to ensure efficient and effective case resolution.
Customer Support & Escalation
- Serve as the first point of contact for customer inquiries when required.
- De-escalate challenging customer calls and maintain positive and professional interactions.
Workforce Administration
- Review and approve time clock entries.
- Review and approve PTO and sick leave requests.
Join the Top 1% Talent. A Better Career. A Better Life.
Welcome to Emapta Philippines, where high-performing professionals build long-term global careers with leading international companies. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta delivers a workplace defined by stability, growth, and purpose. Here, your career moves forward with meaningful opportunities, world-class support, and a culture built for excellence.
Apply now and be part of the #EmaptaEra.
