Support Team Lead

Kroll; Manila; Hybrid; PHP 700,000 - 1,100,000; Full time

Job summary

Kroll is seeking a Support Team Lead in Manila to balance team priorities with direct customer support. You will coach, mentor, and escalate issues, while ensuring top-tier service and efficient operation of the support queue.

This player-coach role combines technical problem-solving with business-minded customer advocacy to strengthen client relationships and overall support performance.

Qualifications

• Experience leading software/IT support teams.
• Strong coaching and mentoring abilities.
• Proven customer-focused support in a SaaS environment.

Responsibilities

• Lead and mentor the Support team to achieve KPIs and SLAs.
• Handle complex escalations and drive problem resolution.
• Manage ticket queue, communicate updates to customers, and document solutions.

Skills

People management

Coaching

Customer support

SaaS experience

Problem solving

Education

Post-Secondary Education

Tools

Zendesk

Salesforce

Job description

The Support Team Lead is a player-coach role. You are a hybrid of techie-lover, problem-solver, business-thinker and customer advocate AND coach. This position focuses on balancing team needs and supporting customers directly. You will take on escalations, help manage the support queue and provide mentoring and coaching for new and existing support team members, while providing frontline support including question/problem diagnoses, issue resolution and communication of technical solutions, all while delivering an exceptional customer service experience.

Day-to-day Responsibilities

• Solves problems through critical analysis, consultative questioning and relationship-building.
• Responds to incoming customer support questions or issues by troubleshooting each situation and always providing the customer with the best possible solution.
• Provides appropriate follow up and manages ticket queue, including bug reporting and enhancement requests.
• Ensures the utmost courtesy, professionalism and politeness in both written and verbal customer contacts.
• Documents all customer contact for future reference, you must be able to channel your inner librarian.
• Completes assigned enablement/training activities to maintain current knowledge ofassigned software lines and a current understanding of the technical environments in which the software is being installed and used.
• Enablethe team to maximize their impact by providing oversight, support, andguidancethrough; coordinating best use of resources, review of projects and potential risks, as well as resolving bottlenecks.
• Partner with the Talent Team and Director of Customer Support on applicable hiring decisions as an active part of the hiring process.
• On-board new team members to maximize time-to-productivity.
• Provide support for escalation tickets within Support and guidance on how to resolve the escalation as assigned.
• Mentor and coach the team in the achievement of key results and personal performance objectives.
• Provide regular one-on-one feedback with the goal of improving performance and skill sets while proactively seekingopportunities to celebratewinswithinthe team.
• Oversees local support operations to ensure team is being fully utilized, work is prioritized and assigned and operating in accordance with KPI, SLA’s and team procedures.
• Monitors the support queue for team assigned to ensure that the team is meeting target SLA’s, aging tickets are properly handled, and escalations are raised and managed with appropriate area.
• Provides regular feedback on team performance and progression to Support Manager.
• Participates in projects to constantly enhance the quality and efficiency of Resolver’s Technical Support operations.

Essential Traits

• Post-Secondary Education (college or university)
• Experience in a related field (software, IT, computer science, technical support)
• Aptitude for people management and coaching
• Outstanding written and verbal skills
• Knowledge of B2B/SaaS environment

About Kroll

Join the global leader in risk and financial advisory solutions—Kroll. With a nearly century-long legacy, we blend trusted expertise with cutting-edge technology to navigate and redefine industry complexities. As a part of One Team, One Kroll, you'll contribute to a collaborative and empowering environment, propelling your career to new heights. Ready to build, protect, restore and maximize our clients’ value? Your journey begins with Kroll.

Kroll is committed to equal opportunity and diversity, and recruits people based on merit.