Functional Support Team Leader (SaaS)

Concentrix; Philippines; On-site; PHP 1,000,000 - 1,200,000; Full time

Job summary

Concentrix seeks a Functional Support Team Lead to guide a team of Functional Consultants delivering application support and managed services for Zendesk, CRM, CCaaS, telephony, and other SaaS solutions. You will oversee daily operations, workload allocation, and KPI performance while coaching staff to ensure service quality and customer satisfaction.

The role acts as the primary escalation point and collaborates with the Service Delivery Manager to uphold service standards, drive continuous

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Business Information Systems, Engineering, or related field.
• 4–6 years of experience in Application Support, Functional Consulting, SaaS Support, CRM, CCaaS, or Service Delivery.
• Minimum 2 years of experience in a Team Lead, Supervisor, or similar leadership role.
• Experience managing support teams and day-to-day service operations.
• Experience with incident, request, escalation, and SLA management.
• Strong understanding of application support and troubleshooting.
• Strong client-facing and stakeholder management skills.
• Excellent communication, coaching, analytical, and problem-solving skills.
• Strong organizational skills with the ability to manage multiple priorities.

Responsibilities

• Lead, coach, and develop Functional Consultants within the support team.
• Assign and balance workloads based on ticket volume, priorities, skills, and resource capacity.
• Monitor team attendance, availability, utilization, productivity, and workload.
• Conduct regular one-on-one coaching and performance discussions.
• Identify skill gaps and recommend training and development plans.
• Promote knowledge sharing, collaboration, accountability, and adherence to support processes.
• Support performance management activities in coordination with the Service Delivery Manager.
• Oversee daily support operations and ensure tickets, incidents, and service requests are managed effectively.
• Monitor team performance against SLAs, KPIs, and operational targets.
• Review ticket queues, backlog, aging tickets, priorities, and workload distribution.
• Ensure proper ticket categorization, documentation, prioritization, and resolution.
• Identify potential SLA breaches and take proactive action to prevent service impact.
• Provide operational updates and performance insights to the Service Delivery Manager.
• Serve as the first-level escalation point for complex issues and customer concerns.
• Coordinate with technical teams, developers, vendors, and other support groups when required.
• Support major incident management and ensure appropriate communication and follow-up.
• Identify recurring incidents and initiate root cause analysis and corrective actions.
• Escalate significant risks to the Service Delivery Manager.

Skills

Team Leadership

Application Support

SaaS Support

CRM

CCaaS

Incident Management

SLA Management

Client Facing

Coaching

Analytical Thinking

Problem Solving

Organization

Education

Bachelor's Degree in IT/CS/Engineering

Tools

Zendesk

Salesforce

ServiceNow

Freshworks

Dynamics 365

Genesys

NICE

Five9

Job description

The Functional Support Team Lead is responsible for leading and managing a team of

Functional Consultants providing application support and managed services for customer

facing platforms such as Zendesk, CRM, CCaaS, telephony, and other SaaS solutions.

The Team Lead oversees day-to-day support operations, team workload and resource

allocation, SLA and KPI performance, quality, escalations, coaching, and continuous

improvement.

The role serves as the primary operational escalation point for the support team and works

closely with the Service Delivery Manager to ensure consistent service delivery, client

satisfaction, and achievement of agreed support objectives.

Key Responsibilities

• Lead, coach, and develop Functional Consultants within the support team.
• Assign and balance workloads based on ticket volume, priorities, skills, and resource capacity.
• Monitor team attendance, availability, utilization, productivity, and workload.
• Conduct regular one-on-one coaching and performance discussions.
• Identify skill gaps and recommend appropriate training and development plans.
• Promote knowledge sharing, collaboration, accountability, and adherence to support processes.
• Support performance management activities in coordination with the Service Delivery Manager.

2. Support Operations & Service Delivery

• Oversee daily support operations and ensure tickets, incidents, and service requests are managed effectively.
• Monitor team performance against agreed SLAs, KPIs, and operational targets.
• Review ticket queues, backlog, aging tickets, priorities, and workload distribution.
• Ensure proper ticket categorization, documentation, prioritization, and resolution.
• Identify potential SLA breaches and take proactive action to prevent service impact.
• Ensure support activities follow established processes, standards, and governance.
• Provide operational updates and performance insights to the Service Delivery Manager.
• Serve as the first-level escalation point for complex functional issues and customer concerns.
• Review escalated tickets and provide guidance to Functional Consultants on
• Coordinate with technical teams, developers, vendors, and other support groups when required.
• Support major incident management and ensure appropriate communication and follow-up.
• Identify recurring incidents and initiate root cause analysis and corrective actions.
• Escalate significant operational, client, resource, or service risks to the Service Delivery Manager.

4. Client & Stakeholder Management

• Support the Service Delivery Manager in maintaining strong client relationships.
• Participate in client meetings, service reviews, operational discussions, and escalation calls when required.
• Provide functional and operational updates regarding incidents, support performance, and improvement initiatives.
• Ensure client concerns are properly understood, addressed, and communicated to the appropriate teams.
• Maintain professional and timely communication with internal and external stakeholders.

5. Quality & Performance Management

• Monitor the quality and effectiveness of Functional Consultant support activities.
• Conduct regular ticket and case reviews to identify quality issues and coaching
• Monitor key support metrics including SLA compliance, resolution performance, backlog, CSAT, and productivity.
• Identify performance trends and develop action plans to address gaps.
• Ensure compliance with support processes, documentation standards, and quality requirements.
• Provide performance reports and recommendations to the Service Delivery Manager.
• Identify opportunities to improve support processes, workflows, and operational
• Analyze recurring issues, ticket trends, and support data to identify improvement
• Promote automation and system optimization where appropriate.
• Ensure knowledge articles, troubleshooting guides, and support documentation are maintained.
• Drive knowledge-sharing sessions and best-practice sharing within the team.
• Support continuous service improvement initiatives led by the Service Delivery Manager.

Qualifications

• Bachelor's Degree in Information Technology, Computer Science, Business Information Systems, Engineering, or related field.
• 4–6 years of experience in Application Support, Functional Consulting, SaaS Support, CRM, CCaaS, or Service Delivery.
• Minimum 2 years of experience in a Team Lead, Supervisor, or similar leadership role.
• Experience managing support teams and day-to-day service operations.
• Experience with incident, request, escalation, and SLA management.
• Strong understanding of application support and troubleshooting.
• Strong client-facing and stakeholder management skills.
• Excellent communication, coaching, analytical, and problem-solving skills.
• Strong organizational skills with the ability to manage multiple priorities.

Preferred

• Experience supporting Zendesk, Salesforce, ServiceNow, Freshworks, Dynamics 365, Genesys, NICE, Five9, or similar platforms.
• Experience in Managed Services or IT Service Management environments.
• Experience with support reporting, dashboards, and service performance analysis.
• Knowledge of APIs, integrations, webhooks, and workflow automation.
• Experience supporting continuous improvement or service optimization initiatives.