Technical Support Team Leader

3 days ago

Lipa, Philippines iCXeed Full time

Are you a natural leader with a passion for helping teams shine and a knack for solving technical challenges? Join us and help deliver an outstanding support experience for users of cutting-edge solar and battery technology. As our Technical Customer Service Team Lead, you’ll guide a team of Technical Support Representatives, oversee daily operations, and ensure every customer receives fast, accurate, and reliable support. If you love coaching people, improving processes, and stepping in to resolve complex issues, this role is made for you. Key Responsibilities Lead, mentor, and coach a team of Technical Support Representatives to achieve performance targets and service KPIs. Oversee daily operations to ensure timely and effective resolution of customer inquiries via phone, email, and chat. Handle complex technical issues and escalations, providing guidance and solutions to support the team. Conduct regular performance evaluations, provide constructive feedback, and implement improvement plans when necessary. Monitor ticket queues, workload distribution, and adherence to processes to maintain service quality. Collaborate with cross-functional teams (Engineering, Quality, Operations, etc.) to address recurring issues and improve overall support workflows. Ensure accurate documentation and compliance with support procedures and standards. Analyze performance metrics and customer feedback to drive continuous improvement. Support onboarding and training of new team members. Maintain a high level of product knowledge, especially in solar and battery systems or renewable energy solutions. Skills & Qualifications Proven experience as a Team Leader or Supervisor in Technical Support, Customer Support, or a similar role. Strong technical troubleshooting background; experience in solar and battery systems or renewable energy support is highly preferred. Excellent escalation management skills with the ability to resolve complex issues effectively. Exceptional communication skills across phone, email, and chat. Proficiency in CRM and ticketing systems; Zendesk experience is a strong advantage. Strong command of MS Office (Excel, Word, PowerPoint). Demonstrated ability in coaching, performance management, and driving team KPIs. Strong analytical thinking, prioritization, and decision-making skills. Ability to manage fast-paced operations and collaborate with cross-functional teams. Organized, detail-oriented, and adaptable to process changes. #J-18808-Ljbffr

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