Support Operations Team Leader

Satellite Office; Pasig; Hybrid; PHP 900,000 - 1,300,000; Full time

Job summary

Satellite Office is seeking a Support Operations Team Leader in Pasig to lead its Philippines-based support, subscriptions, and accounts receivable teams. The role blends hands-on coaching with strategic liaison to Australian leadership.

You will drive SLAs, coach the team, and ensure accurate reporting of KPIs while fostering a culture aligned with the company values across a distributed organization.

Qualifications

• Proven experience leading a customer operations or technical support team in a BPO/shared-services environment.
• People-first leadership style with coaching and development focus.
• Strong communication and relationship-building skills with overseas stakeholders.

Responsibilities

• Lead, coach and develop a small team across support, subscriptions and accounts receivable.
• Run 1:1s, performance reviews and development plans to meet SLAs.
• Be the culture carrier and align team with company values.
• Provide visibility to Australia-based leadership on team performance and sentiment.
• Oversee case management, billing and subscription workflows; drive improvements.
• Own and report on team KPIs: first-response times, resolution rates, productivity, documentation quality.

Skills

Leadership

People-first leadership

Communication

Stakeholder management

Tools

Microsoft D365

Zuora

Job description

Be the local leader a growing offshore team trusts — and the trusted voice their Australian leadership relies on.

A fast-growing Australian-based company in the positioning, automation and geospatial technology space is looking for a Support Operations Team Leader to lead its Philippines-based support, subscriptions and accounts receivable team. This is a genuinely hybrid leadership role: you'll coach and develop your local team day-to-day, while acting as the trusted on-the-ground partner for department heads based in Australia — helping them understand what's really happening, and helping your team feel connected to a company culture that's thousands of kilometres away.

What You'll Do

• Lead, coach and develop a small team covering technical support, subscriptions administration and accounts receivable

• Run regular 1:1s, performance reviews and development plans, and drive accountability to clear service-level targets

• Be the culture carrier for your team — the person who keeps everyone aligned with the wider company's values day to day

• Act as the trusted go-between for Australia-based leadership, giving them visibility into how the team is really performing and feeling

• Oversee case management, billing and subscription workflows across core support and finance systems, driving continuous improvement

• Own and report on team KPIs — first-response times, resolution rates, productivity and documentation quality

What You'll Bring

• Proven experience leading a customer operations or technical support team, ideally in a BPO or shared-services environment

• A genuine, people-first leadership style — you notice when someone needs coaching, and you know how to have that conversation

• Strong communication and relationship-building skills, including working confidently with stakeholders based overseas

• Comfort with case-management and subscription/billing systems (full training provided on our specific tools)

Nice to Have

• (Plus) Hands-on experience with Microsoft D365 and/or subscription platforms such as Zuora

• (Plus) Background or interest in geospatial, machine control, or similar technical industries

What's In It For You

• A genuine leadership seat at the table — you'll shape how a growing offshore team works, not just administer it

• Direct, regular exposure to senior leadership based in Australia

• Ongoing learning and development — a minimum of three skills courses funded every quarter

Ready to Lead From the Front?

If you're a people-first team leader who wants real ownership — not just a title — we'd love to hear from you. Shortlisted candidates will be invited to a video interview, followed by a face-to-face round.