Remote Tech Support Team Lead

BruntWork; Metro Manila; Remote; PHP 670,000 - 1,339,000; Full time

Benefits offered by this job

Health Insurance Coverage For Eligible

Permanent work from home

Immediate hiring

Job summary

BruntWork is seeking a Technical Support Team Lead to organize and prioritize work, monitor tickets, and guide a growing team of Tier 1 and 2 agents. The role emphasizes cross-functional coordination, coaching, and clear communication to maintain high service levels.

The successful candidate will report to IT leadership, coach remote staff, and drive process improvements while sustaining excellent customer service for both internal colleagues and external customers.

Qualifications

• Experience leading a support/service/operations team.
• Strong organization, prioritization, and follow-through.
• Practical understanding of excellent customer service including responsiveness and ownership.
• Ability to assess routine responses and know when to escalate to IT leadership.
• Ability to give constructive feedback and hold employees accountable respectfully.
• Sound judgment in prioritizing issues and guiding teams.

Responsibilities

• Help employees organize workloads, set priorities, and follow through on commitments.
• Conduct regular check-ins to review progress and identify blockers.
• Monitor open tickets and tasks and follow up on overdue work.
• Gather feedback and provide leadership with observations and next steps.
• Route complex questions to IT leadership and ensure guidance is provided.
• Spot-check responses for clarity, accuracy, and professionalism.
• Support onboarding and maintain process documentation.

Skills

Team coordination

Customer service excellence

Prioritization & follow-through

Cross-functional coordination

Feedback & coaching

Experience with remote/contractor work

Tools

Ticketing systems

Task management tools

Documentation platforms

Job description

BruntWork is seeking a Technical Support Team Lead to organize and prioritize work, monitor tickets, and guide a growing team of Tier 1 and 2 agents. The role emphasizes cross-functional coordination, coaching, and clear communication to maintain high service levels.

The successful candidate will report to IT leadership, coach remote staff, and drive process improvements while sustaining excellent customer service for both internal colleagues and external customers.