Night Shift Tech Support Team Lead – Coaching & Escalations

ibex; Philippines; On-site; PHP 558,000 - 1,004,000; Full time

Job summary

ibex is seeking an experienced Team Lead for Technical Support in the Philippines to lead a team of Technical Support Associates, drive service and performance targets, and ensure high-quality customer care.

The role requires 1-2 years in a leadership role within a BPO, strong troubleshooting and communication skills, and proven coaching and performance management abilities. Night shift, on-site work is required.

Qualifications

• 1-2 years of experience as Team Lead/Team Manager/Supervisor in a BPO environment.
• Experience managing Technical Support representatives and handling technical programs/accounts.
• Strong background in troubleshooting and technical support.
• Proven people management, coaching, and performance management skills.
• Excellent communication and problem-solving abilities.

Responsibilities

• Lead and manage a team of Technical Support Associates to achieve service and performance targets.
• Provide coaching, mentoring, and regular feedback to team members.
• Monitor team performance, productivity, and quality metrics.
• Support escalation handling and technical issue resolution.
• Ensure adherence to company policies and client requirements.

Skills

Team leadership

People management

Technical support

Troubleshooting

Communication

Coaching

Performance management

Job description

ibex is seeking an experienced Team Lead for Technical Support in the Philippines to lead a team of Technical Support Associates, drive service and performance targets, and ensure high-quality customer care.

The role requires 1-2 years in a leadership role within a BPO, strong troubleshooting and communication skills, and proven coaching and performance management abilities. Night shift, on-site work is required.