Team Manager

1 day ago

Angeles City, Central Luzon, Philippines beBeeTeamLeader Full time ₱800,000 - ₱1,200,000
Job Description

We are seeking an experienced Team Manager to oversee a global team of technical support specialists. The ideal candidate is a results-driven leader who can coach, guide, and manage a high-performing team while ensuring prompt resolution of customer issues.

  • Supervise a team of technical support specialists providing global support through calls and emails.
  • Monitor team performance, productivity, and adherence to service level agreements (SLAs).
  • Conduct regular performance reviews, provide coaching, and lead upskilling/training sessions to maintain service quality.
Key Responsibilities
  • Ensure adequate staffing across shifts and maintain full coverage for operations, including weekends and holidays.
  • Manage shift handovers and ensure proper documentation and knowledge transfer between shifts.
  • Review and audit tickets to ensure proper escalation, documentation, and resolution.
Reporting & Communication
  • Provide regular reports to internal leadership and client stakeholders regarding ticket volume, resolution times, escalations, and team performance.
  • Coordinate with the client-side team for updates, feedback, and technical issue follow-through.
Requirements
  • 2–4 years of experience in a technical support environment, with at least 1 year in a leadership or supervisory role.
  • Solid technical background, preferably with experience in remote troubleshooting, software installation, and log analysis.
  • Strong leadership and team management skills, including conflict resolution and performance coaching.
  • Excellent verbal and written communication skills in English.
  • Willingness and ability to work rotating shifts, including nights, weekends, and holidays.
Preferred Skills
  • Experience in managing teams across time zones and shifts.
  • Background in media technology, enterprise software, or AV/VR-related support.
  • Familiarity with remote access software.
  • KPI and SLA management experience.
Benefits
  • HMO with 1 free dependent upon hire.
  • Life Insurance.
  • 20 PTO credits annually.
  • VL and SL cash conversion.
  • Night Differential.
  • Annual Performance-Based Merit Increases and Employee Recognition.

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