ERP Support Team Lead - Coaching, SLAs & Partner Engagement

Satellite Office; Pasig; On-site; PHP 2,000,000 - 4,200,000; Full time

Job summary

Satellite Office is seeking an operational and people leader for a team of L2 Support Engineers in the Philippines. You will own performance, coaching, SLA adherence, and the relationship with customers and partners, serving as the communication link to internal stakeholders including product, marketing, and implementation.

You will work alongside an Australian-based Team Leader and cover responsibilities during leaves.

Qualifications

• Experience leading a technical support or customer success team in a B2B software, SaaS, IT helpdesk, or enterprise application support environment.
• Strong coaching and performance management capability you have developed team members, managed underperformance, and built team culture before.
• Comfortable holding professional conversations with business customers and partners at a high level.

Responsibilities

• Lead, coach, and develop a team of L2 Support Engineers quality feedback, performance conversations, capability building, and team engagement.
• Own team performance metrics: CSAT, SLA adherence, case quality scores, time to resolution, and team engagement survey results.
• Conduct onboarding calls with new customers and partners setting expectations on SLAs, the support portal, and how to engage effectively with the team.
• Serve as the escalation point when customers or partners are not getting the outcome they need coordinate the right engineer and get things moving.
• Run structured, regular engagement with organization's channel partner network this is a consistent and important part of the role, not occasional contact.
• Communicate product and compliance changes from organization's internal teams to your engineers you are the change communication link for your team.
• Work closely with the retained Australian Team Leader and L3 team as part of a broader support leadership structure.
• Manage team leave balances and operational housekeeping keep the team healthy and sustainable.

Skills

Team leadership

Coaching

Performance management

Stakeholder management

Cross-functional communication

Data-driven

Customer success

HubSpot

Zendesk

ServiceNow

Jira

Tools

HubSpot

Zendesk

ServiceNow

Jira

Job description

Satellite Office is seeking an operational and people leader for a team of L2 Support Engineers in the Philippines. You will own performance, coaching, SLA adherence, and the relationship with customers and partners, serving as the communication link to internal stakeholders including product, marketing, and implementation.

You will work alongside an Australian-based Team Leader and cover responsibilities during leaves.