Team Lead - Global Technical Support

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

As a Technical Support Team Lead at TabSquare, you will oversee the technical support function for clients across the SEA and ANZ markets, ensuring exceptional service delivery and client satisfaction. You will lead and manage shifts of Technical Support Executives, drive process improvements, and act as a point of escalation for complex technical issues.

Shift Management:

• Lead, mentor, and motivate a team of Technical Support Executives to achieve performance targets and deliver high-quality support.
• Conduct regular team meetings, training sessions, and performance reviews to ensure continuous skill development and alignment with company goals.
• Monitor team performance metrics (e.g., SLA adherence, ticket resolution times, customer satisfaction) and implement corrective actions as needed.

Technical Support Oversight:

• Troubleshoot software related and resolve complex technical issues related to content management systems, network configurations, printers, and SaaS platforms.
• Act as the primary escalation point for complex technical and product-related issues, ensuring timely and effective resolution.
• Oversee the end-to-end handling of support queries reported via phone, email, WhatsApp, and live chat, ensuring adherence to defined SLAs.
• Ensure all queries are logged, tracked, and categorized accurately in ticketing tools, with clear problem statements and resolution steps through robust audits.
• Stay updated on product updates, new features, and industry trends to provide informed support and guidance to the team.

Cross-Functional Collaboration:

• Liaise with product development, engineering, and operations teams to elevate and resolve critical issues.
• Ensure the root cause of incidents are identified and communicated to key stakeholders.

Process Improvement and Strategy:

• Identify trends in support queries and recommend process improvements to enhance efficiency and client experience through data analysis.
• Work closely with Country Operations and Level 3 Technical teams to elevate and resolve potential bugs or infrastructure issues.
• Ensure Quality Analysis, Response Audit checks and other management reports are completed in a timely manner.
• Develop and implement best practices for technical support, including knowledge base articles, troubleshooting guides, and training materials.

Stakeholder Management:

• Maintain strong relationships with key internal stakeholders, ensuring clear and proactive communication throughout the support process.
• Address client concerns and feedback, ensuring a high level of customer satisfaction and retention.
• Collaborate with Account Managers and other internal stakeholders to resolve technical, billing, payment, and account-related queries.

Ad Hoc Responsibilities:

• Undertake any other duties as assigned, in line with the employee's position, skills, and capabilities, to support business needs.

Qualifications:

• Minimum of 4-5 years of experience in software related technical support, help desk, or SaaS, POS, support functions, with at least 2 years in a leadership or supervisory role.
• Proven experience in managing and mentoring technical support teams in a fast-paced environment.
• Strong written and oral English communication skills, with the ability to convey technical concepts to non-technical stakeholders.
• Experience working with regional clients across SEA and ANZ markets.
• Deep understanding of content management systems, network configurations, and SaaS platforms.
• Excellent analytical and problem-solving skills, with the ability to troubleshoot complex technical issues.
• Strong interpersonal skills, with the ability to build relationships with clients and internal teams.
• Ability to work autonomously, prioritize tasks, and manage tight deadlines.
• High degree of integrity, flexibility, and a client-first mindset.

Why Join TabSquare

Redefine the Future of Dining - Build AI, fintech, and digital solutions that transform how restaurants operate

Create Lasting Impact, Fast - We take ownership, move with speed, and focus on what truly matters. See the real-world results of your work quickly and tangibly.

Grow as a Leader - We raise the bar, develop the best, and provide clear career paths to leadership.

Work in a Culture of Curiosity & Excellence - We dive deep, challenge assumptions, and use data to solve problems. We value bold ideas, experimentation, and continuous learning.

Thrive in a Positive, Humble Environment - We bring good vibes through a collaborative, supportive culture where optimism sparks possibility and openness to feedback drives growth.