Team Leader

4 weeks ago

Angeles, Philippines SuperStaff Full time

We are looking for a results-driven Team Leader to oversee a team of Technical Support Representatives providing global customer support. The ideal candidate is a hands-on leader who can coach, guide, and manage a high-performing support team while ensuring prompt resolution of customer issues, adherence to escalation protocols, and coordination with HQ for mission-critical technical incidents.

Key Responsibilities

  • Supervise a team of Technical Support Representatives providing global support through calls and emails.
  • Monitor team performance, productivity, and adherence to SLAs.
  • Conduct regular performance reviews, provide coaching, and lead upskilling/training sessions to maintain service quality.

Operational Oversight

  • Ensure adequate staffing across shifts and maintain full coverage for operations, including weekends and holidays.
  • Manage shift handovers and ensure proper documentation and knowledge transfer between shifts.
  • Review and audit tickets to ensure proper escalation, documentation, and resolution. Issue Escalation & Coordination
  • Serve as the primary escalation point for C-level and higher-tier (B, A, S-level) technical issues.
  • Validate technical details and documentation (logs, symptoms, history) before escalating unresolved or high-priority issues to the HQ.
  • Ensure remote troubleshooting (e.g., reinstallation of software) is executed properly by team members and assist when needed.

Reporting & Communication

  • Provide regular reports to internal leadership and client stakeholders regarding ticket volume, resolution times, escalations, and team performance.
  • Coordinate with the client-side HQ team for updates, feedback, and technical issue follow-through.
  • Assist in process documentation, FAQs, and workflow improvements for technical support functions.
Requirements
  • 2–4 years of experience in a technical support environment, with at least 1 year in a leadership or supervisory role
  • Solid technical background, preferably with experience in remote troubleshooting, software installation, and log analysis
  • Strong leadership and team management skills, including conflict resolution and performance coaching
  • Excellent verbal and written communication skills in English
  • Willingness and ability to work rotating shifts, including nights, weekends, and holidays
  • Proficiency in using support tools such as Zendesk, Freshdesk, Jira Service Desk, or similar platforms
    Experience working in a global support setting is highly desirable

Preferred Skills

  • Experience in managing teams across time zones and shifts
  • Background in media technology, enterprise software, or AV/VR-related support
  • Familiarity with remote access software (TeamViewer, AnyDesk, RDP)
  • KPI and SLA management experience
  • HMO with 1 free dependent upon hire
  • Life Insurance
  • 20 PTO credits annually
  • VL and SL cash conversion
  • Night Differential
  • Annual Performance-Based Merit Increases and Employee Recognition
  • Great Company Culture
  • Career Growth and Learning
  • A laptop will be provided by the company
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