ERP Support Team Leader — Coach, CSAT & SLA Expert

Satellite Office; Pasig; On-site; PHP 3,710,575 - 5,565,862; Full time

Job summary

Satellite Office in the Philippines is seeking a senior leader to guide a team of L2 Support Engineers, owning performance, coaching, and SLA adherence for AU/NZ customers. You will bridge communications between your team and internal stakeholders across product, marketing, and services.

You will partner with an Australian-based Team Leader and L3 team to ensure seamless operations, covering leaves and ongoing process improvements, while maintaining a credible, calm leadership presence under

Qualifications

• Experience leading a technical support or customer success team in a B2B software environment.
• Strong coaching and performance management capabilities; built team culture.
• Comfortable engaging with business customers and partners at a high level; credibility matters.
• Cross-functional collaboration with product, marketing, implementation, and partner teams.
• Data-driven approach to CSAT, SLAs, quality scores, and engagement metrics.
• Calm, solutions-focused leadership under pressure with minimal escalation.

Responsibilities

• Lead, coach, and develop a team of L2 Support Engineers with feedback and performance conversations.
• Own team performance metrics: CSAT, SLA adherence, case quality scores, time to resolution.
• Conduct onboarding calls with new customers and partners to set SLA expectations.
• Act as escalation point to coordinate the right engineer and move issues forward.
• Run regular engagement with the partner network as a core part of the role.
• Communicate product and compliance changes from internal teams to engineers.
• Work with the Australian Team Leader and L3 team within the broader leadership structure.
• Manage team leave balances and operational housekeeping to keep the team healthy.

Skills

Leadership

Coaching

Data-driven

Cross-functional communication

Customer focus

Tools

HubSpot

Zendesk

ServiceNow

Jira

Job description

Satellite Office in the Philippines is seeking a senior leader to guide a team of L2 Support Engineers, owning performance, coaching, and SLA adherence for AU/NZ customers. You will bridge communications between your team and internal stakeholders across product, marketing, and services.

You will partner with an Australian-based Team Leader and L3 team to ensure seamless operations, covering leaves and ongoing process improvements, while maintaining a credible, calm leadership presence under