Technical Support Team Leader

2 weeks ago

Pasig, National Capital Region, Philippines Satori Executive Training OPC Full time ₱1 - ₱2 per year

Technical Support Team Leader

New Zealand-Based Technology Company

A career with a leading New Zealand-based technology organisation offers the unique opportunity to work in a fast-growing environment at the forefront of intelligent transport solutions — enhancing road safety, improving productivity, and reducing environmental impact.

Their mission is to deliver reliable technology and customer experiences that create a better world for tomorrow.

What We're Looking For

Are you a strong leader with a passion for guiding technical teams and delivering exceptional customer support? We're looking for a Technical Support Team Leader to help support our growing Manila-based Technical Support team.

This is an exciting opportunity for someone who enjoys developing people, improving support operations, and staying hands-on with technical problem solving. You will help ensure seamless resolution of customer issues while driving continuous improvement in support quality, tools, and workflows.

You'll be working alongside a collaborative and customer-focused team, supporting innovative technologies used across global transport operations.

About the Role

As this organization continues to scale globally, our Technical Support Team Leader will play a vital role in ensuring customers receive world-class support across hardware, software, and cloud-based telematics services.

You'll manage day-to-day activities, coach Support Agents, review case quality, and foster an environment focused on learning, accountability, and operational excellence.

Key Responsibilities

As a Technical Support Team Leader, you will:

  • Lead, mentor, and support a team of Tier 1 Technical Support Agents to deliver outstanding customer service and meet performance targets.
  • Manage daily workload distribution, monitor SLAs, and ensure timely case resolutions.
  • Provide guidance and technical expertise on escalated or complex cases and ensure proper documentation and escalation to Tier 2 or Engineering when required.
  • Conduct performance coaching, quality audits, and regular check-ins to build capability and knowledge across the team.
  • Support onboarding and ongoing training initiatives for new and existing team members.
  • Identify recurring issues and collaborate with Product, Engineering, and Support leadership to improve processes and product performance.
  • Ensure effective shift coverage aligned with global support schedules (including weekends and holidays as needed).
  • Promote a positive, customer-centric culture aligned with operational standards and support best practices.

Skills and Experience

We're looking for someone with:

  • 3+ years' relevant experience in technical support, service desk, or IT customer service roles — exposure to telematics, GPS, IoT, or SaaS environments is a plus.
  • At least 1 year of proven experience leading or mentoring support teams.
  • Strong troubleshooting and analytical skills with an understanding of networking, connectivity, and diagnostic tools.
  • Excellent communication and interpersonal skills with the ability to coach individuals and manage stakeholders.
  • A proactive and solutions-oriented mindset, capable of thriving in a fast-moving environment.
  • Willingness to work in a rotating shift schedule including weekends and holidays.

Job Types: Full-time, Permanent

Benefits:

  • Health insurance
  • Life insurance
  • Opportunities for promotion
  • Paid training
  • Promotion to permanent employee
  • Work from home

Work Location: In person

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