Global Technical Support Team Lead

Deliveryhero; Malaysia; On-site; MYR 120,000 - 180,000; Full time

Job summary

TabSquare is seeking a Technical Support Team Lead to oversee the SEA and ANZ support operations. You will lead and mentor a team of Technical Support Executives, drive process improvements, and act as a key escalation point for complex technical issues.

You will coordinate cross-functional efforts with product, engineering, and operations, ensuring SLAs are met and customer satisfaction is high. This role requires 4–5 years in software support with at least 2 years in leadership, and strong

Qualifications

• 4-5 years in software-related technical support, help desk, or SaaS/POS environments.
• At least 2 years in a leadership or supervisory role.
• Strong written and oral English communication skills.
• Experience with regional clients across SEA and ANZ markets.
• Deep understanding of content management systems, network configurations, and SaaS platforms.
• Excellent analytical and problem-solving abilities.
• Strong interpersonal skills and ability to work autonomously.
• Ability to prioritize tasks and meet tight deadlines.

Responsibilities

• Lead, mentor, and motivate a team of Technical Support Executives to achieve targets.
• Troubleshoot software issues and oversee CMS, network configurations, printers, and SaaS platforms.
• Act as primary escalation point for complex technical and product issues; ensure timely resolutions.
• Manage end-to-end support queries via phone, email, WhatsApp, and live chat with SLA adherence.
• Collaborate with product development, engineering, and operations to resolve critical issues.
• Identify support trends and drive process improvements using data analysis.
• Maintain strong relationships with internal stakeholders and clients; ensure high customer satisfaction.
• Undertake ad hoc duties as assigned to support business needs.

Skills

Leadership experience

English communication

Client/stakeholder management

SaaS/Tech support knowledge

SEA/ANZ regional experience

Job description

TabSquare is seeking a Technical Support Team Lead to oversee the SEA and ANZ support operations. You will lead and mentor a team of Technical Support Executives, drive process improvements, and act as a key escalation point for complex technical issues.

You will coordinate cross-functional efforts with product, engineering, and operations, ensuring SLAs are met and customer satisfaction is high. This role requires 4–5 years in software support with at least 2 years in leadership, and strong