Customer Support Team Lead

MyPass Global is a multi-award-winning workforce compliance software company. Our cutting-edge technology helps companies in high-stakes industries reduce risk, save up to 70% on back-office costs, and create safer work environments through our digital workforce solutions.

The Customer Support Team Lead oversees and guides the team to deliver daily output and exceptional customer experiences according to MyPass policies. This role is responsible for reliability, employee relations, discipline, performance, and continuous improvement. The Customer Support Team Lead also advises management on tool and process improvements and acts as a MyPass Global Platform subject-matter expert.

• Oversee daily operations, ensuring timely issue resolution and high service standards across all channels.
• Conduct reviews, coach, mentor, and develop team members to maximize performance.
• Track and measure individual and team KPIs to meet organizational targets, including activity, productivity, and workload distribution.
• Understand key customer expectations, tailor service for specific clients, and collaborate with Key and Strategic Accounts to enhance success and engagement.
• Analyze KPIs, prepare, and present reports on team performance, customer feedback, and support trends.
• Professionally and efficiently handle escalated inquiries and complaints.
• Conduct regular team meetings to discuss metrics, updates, and strategies.
• Manage schedules for sufficient coverage, oversee attendance and reliability, approve timesheets, and report capacity trends.
• Identify, implement, and manage performance improvement plans for underperforming team members.
• Foster a positive, results-oriented, collaborative environment, drive a high-performance culture, and optimize customer support processes.
• Develop and refine support processes, maintain internal documentation and knowledge bases, and collaborate with product and stakeholders to relay feedback and drive improvements.
• Partner with QA to identify and address recurring improvement areas through training.
• Maintain deep MyPass platform knowledge, stay updated on SaaS customer support trends, and provide technical guidance.
• Engage with the Implementation team to document key customer requirements and establish appropriate support processes for custom needs.

• Must have a minimum of three (3) years of experience in a leadership role of a SaaS support team.
• A bachelor’s degree in Information Technology, Business, Communications, or a related field is an advantage.
• Strong leadership and team management skills.
• Excellent communication and interpersonal skills.
• Proficiency in using customer support software and CRM systems.
• Strong problem-solving and analytical skills.
• Ability to handle technical issues and provide clear, concise solutions.
• Experience in developing and implementing support processes and documentation.
• Ability to work in a fast-paced environment and manage multiple priorities effectively.

• Accessible and friendly office in Cebu IT Park
• Celebrate You - Anniversary gifts as early as your first work anniversary
• Be Healthy - Wellbeing policy with a strong focus on whatever makes you feel good from the inside out, and a company-sponsored Healthcare Insurance worth PHP 110,000.00.
• Work-Life Balance - Enjoy the right to disconnect with our 16 Paid Time Offs and 8 Compensatory Time Offs
• Fuel Your Growth Journey - Unlocking your potential with a blend of in-person and online learning and development opportunities
• Get Rewarded and Recognized - Your impact to the business is seen and recognized through our Monthly Value Awards
• Be Comfortable - Casual Friday every day
• We Love to Have Fun - Team outings, weekly lunches, team events, the list goes on…
• Generous Employee Referral Program - Rewards for referring top talent

We’re big on culture. So much so that the team we've carefully curated are not only high-performers, they're also excellent humans. We foster an environment that is open, respectful and collaborative, where the status quo is challenged and both success and failure are celebrated.

MyPass champions diversity at all levels of the company, and we live by our core values that set us apart. We cultivate an inclusive culture and do not discriminate based on race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status. We are dedicated to creating a workplace where everyone feels valued, respected, and empowered to bring their authentic selves to work. Our mantra is to make things happen, every single day.

• Bring out the best - We connect and empower people to build a safer future. We strive to create a positive and enduring impact, no matter how small.
• Challenge the norm - We pursue innovation by practising curiosity and always asking ‘why’. We challenge assumptions by seeking opportunities for growth and improvement.
• Treat people well - We treat our customers, employees and partners as equals. We foster meaningful relationships through trust, compassion and respect.
• Walk the walk - We are accountable for our goals, actions and collective vision. We work with integrity and are true to our word.