Supervisor - Onsite Technical Support (night Shift, PH)

Supervisor - Onsite Technical Support (Night Shift, PH)

Parchment, by Instructure, is seeking a Supervisor, Member Services to lead and support our high-performing learner support team in Manila. In this role, you will be responsible for overseeing day-to-day operations, ensuring service excellence across all support channels (phone, chat, and web case), and coaching team members to achieve performance and quality goals. You'll play a critical role in maintaining our high customer satisfaction standards, resolving escalations, and driving continuous improvement within the team.

What You'll Do

• Lead and supervise a team of Learner Support Representatives (LSRs), providing ongoing coaching, mentorship, and performance feedback
• Monitor daily operations, ensuring timely and accurate resolution of learner inquiries across phone, chat, and support ticket systems
• Handle and resolve escalated customer issues, ensuring a positive learner experience
• Track and analyze individual and team performance metrics, including AHT, FCR, quality scores, adherence, and productivity
• Conduct team meetings, and quality calibration sessions
• Collaborate with internal stakeholders to escalate systemic issues and recommend improvement to tools, processes, and knowledge resources
• Identify training needs and support onboarding and continuous learning initiatives
• Ensure team compliance with policies, procedures, and data entry standards
• Foster a positive, supportive, and accountable team culture aligned with Parchment's values

What We're Looking for

• Proven experience in a customer support or call center environment, including at least 1-2 years in a supervisory or team lead role
• Strong leadership and people management skills with the ability to motivate and develop high-performing teams
• Excellent communication, problem-solving, and conflict resolution skills
• Experience with performance management tools and reporting metrics
• Comfort with troubleshooting basic technical issues and guiding teams to do the same
• Highly organized with the ability to prioritize tasks and manage shifting workloads
• Strong attention to detail and commitment to process adherence and quality
• Proficiency with support platforms and tools (e.g., Salesforce, ticketing systems, telephony software)
• Comfortable working in a fast-paced, high-volume support environment
• Familiarity with virtual collaboration platforms (e.g., Slack, Zoom, Google Workspace, MS Office)

Bonus Points If You Have

• Experience working in education or with student-focused services
• Knowledge of Parchment or Instructure products and services
• Prior experience managing remote or hybrid teams
• Certification or training in leadership, coaching, or workforce management

What You'll Bring to the Team

• A consumer-first, customer-obsessed mindset
• A collaborative and transparent leadership style
• A proactive, solution-oriented approach to operational challenges
• The ability to remain calm and effective under pressure
• A passion for coaching and helping others grow

Get in on all the awesome at Instructure!

• We offer competitive, meaningful benefits in every country where we operate. While they vary by location, here's a general idea of what you can expect:
• Competitive compensation, plus all full-time employees participate in our ownership program - because everyone should have a stake in our success.
• Generous time off, including local holidays
• Comprehensive wellness programs and mental health support
• Annual learning and development stipends to support your growth
• The technology and tools you need to do your best work
• Motivosity employee recognition program
• A culture rooted in inclusivity, support, and meaningful connection

₱89,308 - ₱89,308 a month

₱1,161,000.00 annually (includes 13th month pay) + 10% Night Differential Pay (for hours worked between 10PM–6AM)

Instructure is an Equal Opportunity Employer. We comply with applicable employment and anti-discrimination laws in every country where we operate. All employees must pass a background check as part of the hiring process. Any attempt to misrepresent personal or professional information will result in disqualification.