Night-Shift Offshore Technical Support Lead

The Back Room Limited; Angeles; Hybrid; PHP 725,000 - 1,094,000; Full time

Job summary

The Back Room Limited seeks a results-driven Night-Shift Technical Support Team Lead to manage a 10–15 technician group serving US clients from the Philippines. You’ll monitor queues, coach performance, manage schedules, and escalate issues to the development team when fixes are needed.

This is a hybrid role, 11:00 pm to 8:00 am PH time, with clear monthly performance standards and high accountability. You’ll report to US leadership and ensure the team consistently hits targets and CSAT, SLA,

Qualifications

• 3+ years in software or technical support at Tier 2 or above.
• 2+ years as a team lead or supervisor, accountable for team metrics.
• 2+ years supporting US clients on US hours.
• Experience handling supervisor calls and working with development or engineering teams on escalations.
• Experience with formal performance management, including written warnings and PIPs.
• Clear, complete written English; your reports are understood without a follow-up call.
• Experience with ticketing systems (e.g. Zendesk, Freshdesk, Jira Service Management) and performance dashboards.

Responsibilities

• Monitor queues, ticket volume, SLAs, first-contact resolution and CSAT throughout the shift, and step in before targets are missed
• Handle supervisor calls and escalated client situations
• Check that escalations to development are complete, and follow up actively until they're resolved
• Spot widespread client issues early and push development for a faster fix
• Manage the team schedule, attendance and staffing gaps
• Run monthly 1-on-1 coaching sessions with each team member and manage performance through to warnings and PIPs when needed
• Send US leadership a weekly performance report and recommend process improvements

Skills

Team leadership

US client support

Performance metrics

Coaching

Customer service

Tools

Zendesk

Freshdesk

Jira Service Management

Job description

The Back Room Limited seeks a results-driven Night-Shift Technical Support Team Lead to manage a 10–15 technician group serving US clients from the Philippines. You’ll monitor queues, coach performance, manage schedules, and escalate issues to the development team when fixes are needed.

This is a hybrid role, 11:00 pm to 8:00 am PH time, with clear monthly performance standards and high accountability. You’ll report to US leadership and ensure the team consistently hits targets and CSAT, SLA,