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Support Team Lead Specialist

3 weeks ago

Manila, National Capital Region, Philippines Flat Planet Philippines , Inc. Full time

As a Support Team Lead Specialist at Flat Planet Philippines, Inc., you will play a pivotal role in managing a high-performing team responsible for delivering seamless platform operations and outstanding customer support.

About the Role:

This is a key opportunity for a skilled leader to drive performance, manage escalations, and lead by example. As Support Team Lead Specialist, you will oversee a blended team of technical support, general support, and data entry agents, ensuring every team member is proficient across all ticket types and capable of handling a wide range of issues.

You will work closely with cross-functional teams to drive issue resolution, share insights, and contribute to product enhancements. Your strong leadership skills, technical expertise, and ability to communicate complex issues clearly will make you an ideal candidate for this role.

In this position, you will have the opportunity to analyze team performance metrics and customer feedback, identifying trends and areas for improvement. You will also develop and execute strategies to optimize team performance, improve response times, and enhance customer experience.

Key Responsibilities:
  • Team Leadership & Performance Management
  • Escalations & Problem Resolution
  • Operational Excellence & Process Improvement
  • Data Analysis & Strategic Improvement