ERP Support Team Leader - Coach, SLA Champion

Satellite Office; Pasig; On-site; PHP 1,000,000 - 1,600,000; Full time

Job summary

Satellite Office in Pasig is seeking an experienced leader to drive a team of L2 Support Engineers in a fast-paced, B2B software environment. You will own performance metrics, coach engineers, and ensure alignment with customers and partners across AU/NZ.

You will coordinate with an Australian-based Team Leader and L3 teams, manage onboarding, and serve as the escalation point to move issues forward while maintaining service quality and customer trust.

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 you do not need to be deeply technical, but you must be credible and confident.
• Strong cross-functional communication you will regularly engage with product, marketing, implementation, and partner teams across organization.
• Data-driven approach to team management CSAT, SLA, quality scores, and team engagement results are your operating language.
• Calm, solutions-focused, and professional under pressure your team will encounter difficult customer moments and they need a leader who stabilises, not escalates.

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

Leadership

Coaching

Performance management

Data-driven

Cross-functional communication

Customer success leadership

Education

Bachelor's degree

Tools

HubSpot

Zendesk

ServiceNow

Jira

Job description

Satellite Office in Pasig is seeking an experienced leader to drive a team of L2 Support Engineers in a fast-paced, B2B software environment. You will own performance metrics, coach engineers, and ensure alignment with customers and partners across AU/NZ.

You will coordinate with an Australian-based Team Leader and L3 teams, manage onboarding, and serve as the escalation point to move issues forward while maintaining service quality and customer trust.