Lead Technical Support Team - 24x7 On-Site

The Functionary; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

The Functionary in the Philippines is seeking a Team Leader to coach and lead a Technical Support team in a 24x7 on-site environment. You will drive performance, handle escalations, and contribute to reporting and improvement initiatives.

The ideal candidate has strong coaching skills, prior Team Leader or Senior Support experience, and excellent English communication. Openings: 2; salary to be disclosed upon contact; schedules include overnight shifts.

Qualifications

• Experience leading Technical Support/Customer Support teams.
• Experience handling escalated or high-priority cases.
• Advanced English (C1) communication.
• Ability to work a 24x7 on-site environment.

Responsibilities

• Coach, develop, and support a team of Technical Support Representatives.
• Review customer interactions to identify opportunities for improvement.
• Provide specific, documented, and actionable coaching.
• Help team members strengthen their skills and performance.
• Monitor live customer interactions and provide real-time assistance.
• Support escalated and high-priority customer cases.
• Help representatives resolve challenging technical support issues.
• Apply sound judgment when handling complex or competing priorities.
• Monitor individual and team performance metrics.
• Provide weekly and monthly performance reporting.
• Communicate employee strengths, challenges, development needs, and team morale to leadership.
• Identify trends and recommend improvements.
• Participate in interviews for new Technical Support Representatives and Team Leaders.
• Support leadership with candidate and employee evaluations.
• Share best practices and recommendations with management.
• Promote accountability, collaboration, and a positive team environment.

Skills

Team leadership

Coaching

Customer support

English communication

Problem-solving

Decision-making

Job description

The Functionary in the Philippines is seeking a Team Leader to coach and lead a Technical Support team in a 24x7 on-site environment. You will drive performance, handle escalations, and contribute to reporting and improvement initiatives.

The ideal candidate has strong coaching skills, prior Team Leader or Senior Support experience, and excellent English communication. Openings: 2; salary to be disclosed upon contact; schedules include overnight shifts.