Software Support Team Lead: People & Performance

ADAPTAVIST SDN. BHD.; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Adaptavist Group is seeking a Software Support Team Lead to guide and mentor a team of Software Support Engineers, ensuring high-quality customer outcomes and compliant compliance with SLAs and KPIs.

You will partner with Product Support and Support Operations to drive improvements, lead incident management, and develop talent while fostering a collaborative team culture. This full-time role is based in Kuala Lumpur, Malaysia.

Responsibilities

• Lead, mentor and develop a team of highly skilled Support Engineers
• Set clear expectations and provide regular feedback through 1-2-1s and performance reviews
• Support the professional development of team members
• Manage team workload, priorities and planned leave to meet SLA and KPI targets
• Support hiring activities and onboarding resources
• Create training materials for handling new and complex issues
• Resolve team challenges and conflicts constructively
• Own customer outcomes and ensure tickets are resolved to a high standard
• Act as escalation point for tickets involving commercial risk
• Lead incident management, support critical incidents and post-mortem reviews
• Identify opportunities to improve customer, business and team experience
• Build business cases and influence stakeholders for positive change
• Foster relationships with Customer Success, Product and Development teams
• Share data-driven insights from customers across the business
• Translate business strategy into actionable updates for the team
• Chair stand-ups, run workshops and lead team meetings
• Foster a collaborative, respectful and inclusive team culture
• Monitor KPIs, SLAs and OKRs; manage queues and ensure adherence to standards
• Analyze trends and recommend improvements to performance and customer experience
• Highlight quality concerns and operational challenges with clear recommendations
• Collaborate with the Support Operations Manager to improve tooling and automation
• Provide feedback on process changes and contribute to knowledge base and training materials

Job description

Adaptavist Group is seeking a Software Support Team Lead to guide and mentor a team of Software Support Engineers, ensuring high-quality customer outcomes and compliant compliance with SLAs and KPIs.

You will partner with Product Support and Support Operations to drive improvements, lead incident management, and develop talent while fostering a collaborative team culture. This full-time role is based in Kuala Lumpur, Malaysia.