API Support Team Lead - Multilingual, Fast-Growth

Aumni; Metro Manila; On-site; PHP 700,000 - 1,100,000; Full time

Job summary

JPMorganChase is seeking a Technology Support Team Lead to head the API support team, managing day-to-day inquiries from clients and internal partners, guiding investigations, and driving timely resolution of connectivity and processing issues.

You will contribute to a culture of operational excellence, clear communication, and continuous improvement while coordinating with cross-functional teams to meet service goals and deliver strong client outcomes.

Qualifications

• 3 years of customer service or call center experience.
• 2 years of technical support experience.
• Fluency in English, Portuguese, and Spanish, with strong oral and written communication skills.
• Strong analytical and problem-solving skills, including attention to detail and pattern recognition.
• Ability to manage multiple workstreams and prioritize effectively in a high-volume environment.
• Strong time management and organizational skills.
• Ability to translate complex technical information into simple, client-friendly language.
• Sound judgment and effective decision-making, including in urgent or high-impact situations.
• Ability to work outside normal coverage hours as needed (including weekends and holidays).
• Ability to build and maintain effective working relationships with business and technology partners.

Responsibilities

• Manage and resolve inquiries received via phone, email, and internal case transfers from clients and internal partners
• Advocate for client needs while coordinating with internal business and technology partners
• Escalate critical and urgent requests promptly and follow through to resolution
• Troubleshoot and investigate client connectivity issues, processing failures, and transaction inquiries
• Communicate with clients and internal partners to address processing errors and support platform changes
• Monitor queues and workflows to identify emerging issues and support proactive communications during incidents or outages, when appropriate
• Partner with leadership, peers, and business partners to meet service goals and improve client experience
• Maintain and improve policies, procedures, and training materials to support consistent service delivery
• Lead by example on quality, controls, and adherence to established procedures to support effective operational risk management

Skills

English

Portuguese

Spanish

Analytical skills

Communication

Leadership

Tools

APIs

CRM systems

Ticketing systems

Job description

JPMorganChase is seeking a Technology Support Team Lead to head the API support team, managing day-to-day inquiries from clients and internal partners, guiding investigations, and driving timely resolution of connectivity and processing issues.

You will contribute to a culture of operational excellence, clear communication, and continuous improvement while coordinating with cross-functional teams to meet service goals and deliver strong client outcomes.