Customer Care Supervisor

BCM One

22d•Hybrid

About The Position

BCM One is seeking a Customer Care Supervisor to lead, coach, and inspire our Makati-based Customer Care team. This role is critical in delivering exceptional service and ensuring customer satisfaction and retention. As a bridge between frontline staff and leadership, you will champion operational excellence, empower your team, and foster a culture of continuous improvement. As a people-first leader, you will work alongside US-based leadership to empower and guide a team of Customer Care Specialist. This role will serve as the primary escalation point for complex customer issues, drive process improvements, and collaborate closely with cross-functional teams to maintain a high-performing, customer-centric support environment.

Requirements

Minimum 4 years in customer care; telecom industry experience preferred.
Bachelor’s degree preferred, but significant relevant experience may substitute.
Familiarity with ticketing systems (Autotask, Zendesk) and collaboration tools (Slack, Teams, WebEx).
Strong leadership presence with the ability to mentor, motivate, and guide teams.
Humble, willing to learn, and able to say “I don’t know” while seeking solutions.
Excellent communication skills—both technical and non-technical.
Strong analytical and critical thinking skills.
High attention to detail, especially when managing KPIs, SLAs, and reports.
Ability to manage up—providing transparent updates, raising risks, and collaborating openly with leadership.
Customer-focused, calm under pressure, and committed to service excellence.

Responsibilities

Supervise daily team activities, provide coaching, and create a positive, customer-centric environment.
Track KPIs such as call handling times, conduct evaluations, and deliver constructive feedback.
Drive operational excellence by managing ticket flow, triage, and escalations, ensuring SLA compliance and improving key metrics such as AHT, resolution time, and CSAT.
Act as the primary point of contact for complex customer complaints and inquiries, resolving issues with tact and professionalism.
Monitor interactions across phone, email, and ticketing systems to uphold service standards.
Collaborate on new procedures and policies to enhance efficiency and customer experience.
Partner with Sales, Technical Support, and Service Delivery teams to ensure a seamless customer experience.