API Support Team Lead - High-Growth Tech

JPMorgan Chase & Co.; Metro Manila; On-site; PHP 500,000 - 900,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Technology Support Team Leader in Manila to guide a team handling API-based services for transaction initiation and reporting.

You will oversee day-to-day inquiries, investigations into connectivity and processing issues, and partner with internal teams to ensure timely resolutions and strong client outcomes. You will drive a culture of operational excellence, effective communication, and continuous improvement while supporting cross-functional collaboration and

Qualifications

• 3 years of customer service or call center experience.
• 2 years of technical support experience.
• Fluency in English, Portuguese, and Spanish.
• Strong analytical and problem-solving skills.
• Ability to manage multiple workstreams in a high-volume environment.

Responsibilities

• Lead and manage inquiries via phone, email, and internal transfers from clients and partners.
• Advocate for client needs while coordinating with business and technology teams.
• Escalate urgent requests and drive resolution.
• Troubleshoot connectivity issues, processing failures, and transaction inquiries.
• Communicate processing errors and platform changes to clients and partners.
• Monitor queues and workflows to identify issues and communicate during incidents.
• Collaborate with leadership and partners to meet service goals and improve client experience.
• Maintain and improve policies, procedures, and training materials.
• Lead by example on quality and risk controls.

Skills

Customer service

Technical support

English fluency

Portuguese fluency

Spanish fluency

Analytical skills

Time management

Tools

Incident management software

Job description

JPMorgan Chase & Co. is seeking a Technology Support Team Leader in Manila to guide a team handling API-based services for transaction initiation and reporting.

You will oversee day-to-day inquiries, investigations into connectivity and processing issues, and partner with internal teams to ensure timely resolutions and strong client outcomes. You will drive a culture of operational excellence, effective communication, and continuous improvement while supporting cross-functional collaboration and