Support Team Lead: Player-Coach for Customer Success

Kroll; Manila; Hybride; PHP 700 000 - 1 100 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

People management

Coaching

Customer support

SaaS experience

Problem solving

Formation

Post-Secondary Education

Outils

Zendesk

Salesforce

Description du poste

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.