Apple Tech Support Lead

ABSI; Taguig; On-site; PHP 600,000 - 1,000,000; Full time

Job summary

ABSI in the Philippines is seeking an Apple Tech Support Lead to guide a technical support team, resolve advanced Apple product issues, and uphold top-tier customer experiences. The role emphasizes leadership, mentoring, and performance management to sustain high CSAT and NPS scores.

You will mentor staff across iOS/macOS/watchOS/tvOS support, collaborate with product and engineering teams, and drive continuous process improvements while maintaining data confidentiality and service level

Qualifications

• 3+ years in technical support roles, with leadership experience.
• Proven expertise troubleshooting Apple products and services (iOS/macOS/watchOS/tvOS).
• Strong communication to explain complex tech to non-technical users.
• Comfortable with KPI tracking and performance analytics.
• Experience with support tools (Zendesk, ServiceNow, Jira, Freshdesk).

Responsibilities

• Lead and mentor a team of technical support specialists.
• Act as escalation point for complex issues.
• Coach and conduct knowledge-sharing sessions and onboarding.
• Monitor KPIs (response times, FCR, backlog) and provide improvement plans.
• Collaborate with engineering/product teams to address customer pain points.
• Document best practices and maintain knowledge base content.

Skills

Team leadership

Technical troubleshooting

Customer service

Performance analytics

Communication

Mentoring

Problem solving

Apple product knowledge

Tools

Zendesk

ServiceNow

Jira

Freshdesk

Job description

The Apple Tech Support Lead serves as a key point of leadership within the technical support team, ensuring fast, effective, and world-class support for Apple products and services. This role combines advanced technical troubleshooting with team leadership, coaching, and performance management to deliver exceptional customer experiences.

Technical Leadership

• Lead and mentor a team of technical support specialists in diagnosing and resolving hardware, software, and network issues across Apple devices (iPhone, iPad, Mac, Apple Watch, Apple TV, etc.).
• Serve as an escalation point for complex or high-impact technical support cases.
• Validate and guide effective troubleshooting methodologies.
• Provide deep technical insights and solutions in real time to support staff.

Customer Support & Experience

• Ensure support interactions remain empathetic, professional, and customer-centric.
• Monitor service levels and handle critical customer escalations personally when needed.
• Maintain high CSAT (Customer Satisfaction) and NPS (Net Promoter Score) performance.

Team Training & Performance

• Conduct regular coaching sessions and knowledge-sharing workshops.
• Assist with onboarding and training new support team members.
• Track individual and team KPIs (response times, first-contact resolution, backlog, etc.).
• Provide feedback, performance reviews, and improvement plans.

Process & Quality Improvement

• Identify trends in recurring issues and recommend improvements in workflows, documentation, and training.
• Collaborate with engineering, product, or service teams to communicate customer pain points.
• Document support best practices, known issues, fixes, and internal knowledge base content.

Operational Coordination

• Schedule shifts, manage coverage, and help balance workload across the support team.
• Partner with workforce management to forecast volume and optimize team capacity.
• Ensure compliance with internal policies, confidentiality, and data protection standards.

Required

• 3+ years of experience in technical support roles, with at least 1 year in a lead, mentor, or supervisory position.
• Proven expertise troubleshooting Apple products, operating systems (iOS/macOS/watchOS/tvOS), peripherals, and services (iCloud, Apple ID, etc.).
• Strong ability to explain technical solutions clearly to non-technical users.
• Excellent leadership, communication, and interpersonal skills.
• Comfortable with performance analytics and KPI tracking.
• Passion for customer service and solving complex problems.

Preferred

• Apple certifications (e.g., Apple Certified Support Professional - ACSP).
• Experience with support tools such as Zendesk, ServiceNow, Jira, or Freshdesk.
• Familiarity with mobile device management (MDM) and enterprise support environments.
• Background in multilingual or global customer support.