Support Team Leader

1 day ago

Batangas, Calabarzon, Philippines beBeeLeader Full time $10,800 - $18,000
Job Overview

We are seeking an experienced leader to oversee our global support team. The ideal candidate will be a strategic, analytical, and operationally strong individual who can ensure seamless operations and efficient decision-making.


Key Responsibilities
  • Partner with the manager of support to drive operational reviews, planning cycles, and process improvements.
  • Lead continuous improvement initiatives, own root-cause analysis, and remediate support issues.
  • Manage and coach the support operations team, scaling capabilities and career growth pathways.
  • Develop dynamic scheduling models for 24/7 coverage and optimal staffing across time zones.
  • Forecast short- and long-term volumes using historical data, seasonality, and projected business growth.
  • Monitor real-time performance, adjusting staffing or priorities to maintain service level agreements.
  • Own regular reporting on customer satisfaction, ticket trends, agent performance, backlog, and efficiency metrics.
  • Build dashboards and reports using Zendesk or similar tools to provide visibility to leadership and stakeholders.
  • Translate data into actionable insights to drive team improvements, reduce ticket volume, and enhance customer satisfaction.
  • Oversee support tooling and systems, including workflow management platforms and internal knowledge bases.
  • Collaborate with engineering, product, and IT teams to improve integrations, automation, and workflows.
  • Define, document, and optimize processes supporting frontline agents in delivering high-quality support.
  • Oversee quality assurance frameworks for customer interactions, ensuring support agents adhere to internal standards and tone of voice.
  • Own the end-to-end training lifecycle for new support agents, including onboarding programs, systems training, and product knowledge development.
  • Create ongoing enablement programs to support team growth, including refresher training, product updates, and process changes.

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