Team Leader

Lead with Purpose. Inspire with Impact.

Guide a passionate support team to deliver exceptional service, build stronger connections, and shape the future of customer experience in the software industry.

Find balance in a career where leadership meets flexibility. Here, your time outside work is valued as much as your impact within. Build, coach, and empower a global team while enjoying the freedom to focus on the things that matter most. Work-life balance isn't just a promise-it's part of our culture.

Job Description

As a Team Leader, you'll guide and empower a dynamic support team, ensuring smooth operations, high performance, and consistent excellence in customer satisfaction. You'll mentor team members, manage escalations, analyze data, and continuously refine processes to enhance productivity and deliver world-class support.

Job Overview

Employment type: Full-time

Shift: Night Shift, Weekends Off

Work setup: Onsite, Clark, Pampanga

Exciting Perks Await

• Day 1 HMO coverage with free dependent
• Competitive Salary Package
• Prime office location in Pampanga (Conveniently accessible by PUVs, with nearby restaurants and banks)
• Fixed weekends off
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit )
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

• 3-5 years of proven experience in a support management role within a technology or software company
• Experience leading high-volume Tier 1 support centers
• Proficiency in Zendesk and/or Intercom preferred (but not required)
• Comfortable managing both email and phone support channels
• Strong leadership and team-building skills with the ability to motivate diverse teams
• Excellent analytical and problem-solving abilities, including forecasting and capacity planning
• Exceptional communication and interpersonal skills
• Strong organizational and project management skills
• Experience in SaaS or technology support environments
• Familiarity with knowledge base management and documentation tools
• Understanding of Customer Satisfaction (CSAT) metrics and other support-related KPIs

Your Daily Tasks

Coaching

• Coach Tier 1 representatives to handle customer inquiries with accuracy, efficiency, and empathy.
• Monitor individual and team performance, providing actionable feedback to meet performance goals.
• Foster a supportive environment that encourages professional growth and continuous learning.
• Review and update internal documentation regularly to ensure all processes and case-handling practices are current.
• Ensure team adherence to updated procedures and deliver training for new or revised documentation.

Customer Escalation Management

• Serve as the point of contact for escalated customer cases via phone, email, or chat.
• De-escalate challenging situations professionally, ensuring timely and effective solutions.
• Provide feedback and guidance to Tier 1 representatives on managing similar cases in the future.

Support Performance Reporting

• Track and analyze support performance metrics daily, weekly, and monthly.
• Prepare and present reports highlighting KPIs, trends, and improvement areas.
• Implement data-driven strategies to optimize team performance and ensure exceptional customer experience.

Best Practices Development

• Collaborate with leadership to develop and implement best practices for customer support operations.
• Continuously improve workflows and processes to enhance efficiency and service quality.

Team Empowerment and Development

• Empower team members to take ownership of maintaining high-quality documentation and client support.
• Encourage accountability and teamwork to achieve key service-level goals.
• Ensure SLAs and performance metrics are consistently met.

Managerial Duties

• Conduct regular team meetings to review progress, discuss challenges, and plan for upcoming initiatives.
• Provide one-on-one mentoring, coaching, and development opportunities.
• Perform evaluations and provide constructive feedback to improve individual performance.
• Handle escalated support issues and ensure timely resolution.
• Manage scheduling, time-off requests, and team coverage planning.

About the Client

Driving Change Through Purpose-Built Software

Our client is a global leader in social impact and purpose-driven software, dedicated to empowering organizations that drive meaningful change. Their technology solutions serve nonprofits, foundations, and enterprises worldwide-streamlining operations, amplifying impact, and strengthening communities. By combining innovation with compassion, they help thousands of organizations achieve lasting results. Joining their team means contributing to technology that makes the world more equitable, connected, and inspired.

Welcome to Emapta Philippines

Join a team that values camaraderie, excellence, and growth. Recognized as one of the Top 20 Dream Companies of Filipinos in 2024, Emapta stands proudly alongside industry giants, offering stability and exciting career opportunities. Your career flourishes here with competitive compensation, international clients, and a work culture focused on collaboration and innovation. Work with global clients across industries, supported by a stable foundation and like-minded professionals passionate about making an impact. We empower your success with opportunities for personal and professional development in an inclusive environment. Apply now and be part of the #EmaptaEra