Gaming Tech Support Team Lead

Enshored; Pasig; On-site; PHP 1,116,000 - 2,009,000; Full time

Job summary

Enshored in Pasig, Philippines is hiring a Senior Customer Support Team Lead to guide a non-voice team and drive exceptional service across hardware and mobile apps.

You will mentor agents, develop SOPs and knowledge bases, and monitor CSAT, FRT, and FCR while maintaining a warm, jargon-free communication style. This leadership role requires strong English and adaptability in a fast-paced environment.

Qualifications

• 5+ years in Customer Support with at least 2 years in a leadership role.
• Strong background in supporting consumer hardware & mobile apps; familiarity with networking.
• Exceptional written English with ability to coach others.
• Proven ability to lead through ambiguity in fast-paced environments.
• High proficiency in CRM platforms (Intercom) and documentation tools (Notion).

Responsibilities

• Lead a Pioneer Team: oversee daily operations for a non-voice team and set high engagement standards.
• Develop and refine internal knowledge bases, SOPs, and support workflows.
• Monitor metrics: CSAT, FRT, FCR, and QA scores.
• Provide Tier 2 technical mentorship for hardware, body-tracking tech, and app connectivity.
• Coach and QA audits to maintain warm, jargon-free communication.
• Surface recurring product bugs to drive long-term improvements.

Skills

Leadership

Customer support

Communication

Tools

Intercom

Notion

Job description

Enshored in Pasig, Philippines is hiring a Senior Customer Support Team Lead to guide a non-voice team and drive exceptional service across hardware and mobile apps.

You will mentor agents, develop SOPs and knowledge bases, and monitor CSAT, FRT, and FCR while maintaining a warm, jargon-free communication style. This leadership role requires strong English and adaptability in a fast-paced environment.