Global Tech Support Team Lead

TabSquare.AI; Kuala Lumpur; On-site; MYR 120,000 - 180,000; Full time

Job summary

Tabsquare is seeking a proactive Shift Manager to lead a team of Technical Support Executives in Kuala Lumpur. You will mentor staff, drive performance targets, and ensure high-quality customer support across channels (phone, email, WhatsApp, live chat).

Responsibilities include monitoring SLAs, steering root-cause analyses with product and engineering teams, and implementing improvements for efficiency and client satisfaction. English fluency and SaaS/CMs experience are essential.

Qualifications

• Minimum 4–5 years in technical support, help desk, or SaaS support with leadership experience.
• Strong written and verbal English communication skills for technical concepts.

Responsibilities

• Lead, mentor, and motivate a team of Technical Support Executives to meet performance targets and high-quality support.
• Oversee end-to-end handling of support queries via phone, email, WhatsApp, and live chat with adherence to SLAs.
• Collaborate with product development, engineering, and operations to identify root causes and implement improvements.

Skills

Team leadership

English proficiency

Technical support

SaaS knowledge

Customer service

Tools

Ticketing tools

CRM software

Live chat tools

Job description

Tabsquare is seeking a proactive Shift Manager to lead a team of Technical Support Executives in Kuala Lumpur. You will mentor staff, drive performance targets, and ensure high-quality customer support across channels (phone, email, WhatsApp, live chat).

Responsibilities include monitoring SLAs, steering root-cause analyses with product and engineering teams, and implementing improvements for efficiency and client satisfaction. English fluency and SaaS/CMs experience are essential.