Healthcare Technology Leader Enhancing Patient Outcomes Through Innovation
A recognized force in healthcare technology, this client delivers high-performance platforms that support pharmacy operations at scale. Its solutions improve workflow efficiency, ensure billing accuracy, and enhance patient outcomes across millions of interactions monthly. With a legacy of innovation and trusted partnerships, it offers professionals the chance to work on systems that matter-creating a career path defined by impact, continuous learning, and long-term global opportunities in healthcare technology.
About the Role
Behind every efficient pharmacy system is a support team led with clarity, accountability, and technical strength. The Customer Support Supervisor ensures operational excellence while developing high-performing teams. This role delivers long‑term global career growth with Emapta, offering premium opportunities, continuous upskilling, and exposure to international healthcare technology environments.
Role Snapshot
Employment Type: Full-time
Shift: Night shift (8:00 AM to 5:00 PM US Central Time zone; must be flexible within this window), Weekends off
Work Setup: Work from home
Exciting Perks Await!
Competitive Salary Package
Night differential pay to maximize your earnings
Permanent WFH arrangement
HMO coverage with free dependent upon regularization
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 on 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
3-5 years of experience as a Support Technician
At least 1 year of supervisory or team lead experience preferred
High school diploma or equivalent required
Associate's or bachelor's degree preferred
Strong verbal and written communication skills
Strong interpersonal, active listening, and empathy skills for handling complex employee and customer concerns
Strong time management, decision‑making, organization, presentation, and problem‑solving skills
Ability to exercise sound judgment and work independently based on product, equipment, and service knowledge
Ability to collaborate effectively with support leadership and cross‑functional teams to resolve issues
Work Environment and Physical Requirements
Ability to work in an office, home office, or approved remote environment
Ability to use a computer, telephone, printer, and other standard office equipment for extended periods
Ability to sit, stand, and use a headset for prolonged periods during the workday
Ability to manage moderate job‑related stress in a fast‑paced support environment
Work is performed in a safe environment with no exposure to hazardous materials or equipment
Key Responsibilities
Supervise daily operations of the customer support team
Oversee training and ensure adherence to processes and standards
Identify, test, and implement tools to improve support efficiency
Collaborate with Escalation Desk Team to resolve defects
Develop team members to meet or exceed KPIs
Train team on tools, methodologies, and quality standards
Coach team members to enhance technical and soft skills
Evaluate performance regularly and implement coaching plans
Execute mentoring and performance improvement plans
Escalate potential disciplinary concerns to leadership
Monitor active cases to ensure timely and effective resolution
Act as first point of contact for customer inquiries when needed
Handle escalations and defuse challenging customer interactions
Approve time entries, PTO, and leave requests
Welcome to Emapta Philippines!
Join a team that values camaraderie, excellence, and growth. Recognized as one of HR Asia's Great Places to Work 2025, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like‑minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment.
Apply now and be part of the #Emapta Era!
