SaaS Functional Support Lead

Concentrix

Philippines

On-site

PHP 1,000,000 - 1,200,000

Full time

11 hours ago

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Job summary

Concentrix seeks a Functional Support Team Lead to guide a team of Functional Consultants delivering application support and managed services for Zendesk, CRM, CCaaS, telephony, and other SaaS solutions. You will oversee daily operations, workload allocation, and KPI performance while coaching staff to ensure service quality and customer satisfaction.

The role acts as the primary escalation point and collaborates with the Service Delivery Manager to uphold service standards, drive continuous

Qualifications

Bachelor's Degree in Information Technology, Computer Science, Business Information Systems, Engineering, or related field.
4–6 years of experience in Application Support, Functional Consulting, SaaS Support, CRM, CCaaS, or Service Delivery.
Minimum 2 years of experience in a Team Lead, Supervisor, or similar leadership role.
Experience managing support teams and day-to-day service operations.
Experience with incident, request, escalation, and SLA management.
Strong understanding of application support and troubleshooting.
Strong client-facing and stakeholder management skills.
Excellent communication, coaching, analytical, and problem-solving skills.
Strong organizational skills with the ability to manage multiple priorities.

Responsibilities

Lead, coach, and develop Functional Consultants within the support team.
Assign and balance workloads based on ticket volume, priorities, skills, and resource capacity.
Monitor team attendance, availability, utilization, productivity, and workload.
Conduct regular one-on-one coaching and performance discussions.
Identify skill gaps and recommend training and development plans.
Promote knowledge sharing, collaboration, accountability, and adherence to support processes.
Support performance management activities in coordination with the Service Delivery Manager.
Oversee daily support operations and ensure tickets, incidents, and service requests are managed effectively.
Monitor team performance against SLAs, KPIs, and operational targets.
Review ticket queues, backlog, aging tickets, priorities, and workload distribution.
Ensure proper ticket categorization, documentation, prioritization, and resolution.
Identify potential SLA breaches and take proactive action to prevent service impact.
Provide operational updates and performance insights to the Service Delivery Manager.
Serve as the first-level escalation point for complex issues and customer concerns.
Coordinate with technical teams, developers, vendors, and other support groups when required.
Support major incident management and ensure appropriate communication and follow-up.
Identify recurring incidents and initiate root cause analysis and corrective actions.
Escalate significant risks to the Service Delivery Manager.