Technical Support Team Leader

3 days ago

Quezon City, National Capital Region, Philippines beBeeCustomer Full time $93,199 - $115,249

Job Description:

We are seeking a skilled Team Lead to oversee our Technical Support team.

The successful candidate will be responsible for leading a team of Technical Support Representatives as they assist Tier 1 Support to ensure the successful support of the user base and the continuous improvement of team capabilities and performance.

Key Responsibilities and Outputs:
  • Manage own time effectively to ensure that leadership duties are carried out, while also maintaining a reasonable volume of case work.
  • Lead by example in case quality.
  • Proactively support users of Turnitin products (administrators, instructors, teaching assistants, exam takers and proctors) ensuring problem resolution, system access, optimal system performance, and overall customer satisfaction.
  • Develop expertise in Turnitin Assessment Products and services while expanding knowledge on various product lines.
  • Manage team performance individually and collectively, by agreeing on clear goals and targets, reviewing performance formally and informally, giving feedback, course correction, motivation and recognition.
  • Ensure your team is following operating procedures and collaborate with support leadership to drive solutions through knowledge sharing.
  • Enable the development of individual team members, delivering coaching and guidance as needed to enable them to achieve their full potential.
  • Provide quality feedback to direct reports, based on output from Quality and Knowledge teams.
  • Deliver regular one-to-ones to team members, providing structured feedback and guidance on areas for improvement.
  • Collaborate with internal teams to improve customer experience.
  • Identify and report issues and trends with support leadership and Tier 3 teams.
  • Review top issues monthly for external education and ticket reduction.
  • Support Quality and Knowledge teams with training module creation.
  • Participate in recruitment activities as required.
  • Develop awareness of business strategy and culture, and ensure it is reinforced within the team.
  • Responsible for team scheduling to ensure appropriate staffing is available 24x7 based on case arrival patterns and historical trends.
  • Manage queues for tickets and channels for customer interaction to ensure timely response and overall engagement.
  • Provide support with client escalations and incident response.
  • Actively own and progress in personal development.

  • Technical Support Team Leader

    3 days ago

    Quezon City, National Capital Region, Philippines beBeeLeadership Full time $60,000 - $80,000

    Job Title: Technical Support Team LeadThis is an exceptional opportunity for a results-driven leader to join our team as a Technical Support Team Lead. We are seeking an experienced professional who can effectively lead and manage a team of technical support representatives.About the Role:We are looking for someone with strong leadership skills, who can...

  • Senior Team Leader

    1 week ago

    Mandaluyong City, National Capital Region, Philippines Support Services Group Full time $40,000 - $60,000 per year

    Are you a seasoned leader with a passion for cultivating high-performance teams and ensuring client satisfaction? Support Services Group is actively seeking a Senior Team Leader to play a pivotal role in our retention account. If you excel in motivating and developing teams, have a background in Local Bank Collections, and possess exceptional communication...

  • Team Leader

    1 week ago

    Mandaluyong City, National Capital Region, Philippines Support Services Group Full time $40,000 - $80,000 per year

    Location: Mandaluyong CityAccount: Pioneer International Healthcare-Financial AccountWork Arrangement: 100% OnsiteAbout The RoleAs a Team Leader, you will play a crucial role in driving team success. Your responsibilities will include:Assessing, measuring, and enhancing the productivity performance of agents associated with client service delivery and...

  • Senior Team Leader

    1 week ago

    Mandaluyong City, National Capital Region, Philippines Support Services Group Full time $40,000 - $60,000 per year

    Support Services Group is looking for a leader who will act as an immediate supervisor and pacesetter of agents assigned. Duties and responsibility include assess, measure and enhancement of productivity performance of agent's activities associated to client service delivery and revenue generating effectiveness.What You Will Do:Responsible for team...

  • Team Leader

    1 week ago

    Quezon City, National Capital Region, Philippines Afni, Inc. Full time ₱900,000 - ₱1,200,000 per year

    TheTeam Leaderis responsible for supervisory duties and the support and development of the agents. The incumbent will be responsible for executing performance improvement strategies for the attainment of department and team goals. This position will be responsible for monitoring rep calls, quality and performance-related coaching and providing...

  • Team Leader

    1 week ago

    Quezon City, National Capital Region, Philippines Afni Full time ₱900,000 - ₱1,200,000 per year

    The Team Leader is responsible for entry level supervisory duties and the support and development of the agents. The incumbent will be responsible for executing performance improvement strategies for the attainment of department and team goals. This position will be responsible for monitoring rep calls, quality and performance-related coaching and providing...

  • Assistant Team Leader

    1 week ago

    Quezon City, National Capital Region, Philippines Helloconnect Inc Full time $40,000 - $60,000 per year

    About the job Assistant Team Leader (ROW) Job Description As an Assistant Team Leader, you will play a vital role in supporting the Team Leader to ensure the team operates effectively and meets its objectives. In this developmental role, you will assist in monitoring daily team performance, contributing to coaching sessions, and facilitating team...

  • Technical Support Leader

    3 days ago

    Mandaluyong City, National Capital Region, Philippines beBeeCustomer Full time $95,000 - $110,000

    Job Title: Global ServicesDescriptionThe role of Support Supervisor requires a high degree of operational excellence, technical quality of service, and team growth. As a leader, you will be responsible for guiding Technical Support Engineers in solving complex customer challenges while ensuring they have the tools, processes, and culture they need to...

  • Team Leader

    2 weeks ago

    Quezon City, National Capital Region, Philippines Greater Giving, Inc. Full time

    Summary of This RoleThe Team Leader – Settlement Accounting is a key leadership role responsible for overseeing a team of accountants, ensuring the integrity, accuracy, and timeliness of financial reporting in a high-volume, complex financial environment. This role will act as a subject matter expert, analyzing complex reconciliation items, regulatory...

  • Senior Team Leader

    1 week ago

    Quezon City, National Capital Region, Philippines IFIVE INC. Full time $104,000 - $130,878 per year

    HIGHLIGHTSCompetitive compensation and benefits packagesContinuous professional development and learning opportunitiesRegular engagement activities and events______________________________________________________________________________SENIOR TEAM LEADERWork for our global clients and immerse in our rich and diverse company culture where you can thrive, grow...