Team Lead

The Functionary; Metro Manila; On-site; PHP 500,000 - 800,000; Full time

Job summary

The Functionary in the Philippines is seeking a Team Leader to guide the Technical Support Representatives in a 24x7 environment. You will coach, develop, and monitor team performance to deliver outstanding customer support.

You will review interactions, handle escalations, participate in interviews, and report weekly metrics. Strong English communication and leadership are essential; willingness to work varying shifts is required.

Qualifications

• Must have prior experience in Technical Support or Customer Support.
• Experience as Team Leader, Tech Lead, Supervisor, or similar role.
• Strong coaching and mentoring abilities.
• Experience handling escalated or high-priority cases.
• Knowledge of performance metrics and operational reporting.
• Strong problem-solving and decision-making abilities.
• Excellent written and verbal English communication skills.
• Ability to work independently in a 24x7 support environment.
• Full schedule availability; willingness to work assigned night shifts.

Responsibilities

• Coach, develop, and support a team of Technical Support Representatives.
• Review customer interactions to identify opportunities for improvement.
• Provide specific, documented, and actionable coaching.
• Help team members strengthen their skills and performance.
• Monitor live customer interactions and provide real-time assistance.
• Support escalated and high-priority customer cases.
• Help representatives resolve challenging technical support issues.
• Monitor performance metrics and share weekly/monthly reports.
• Communicate strengths, challenges, and development needs to leadership.
• Participate in interviews for new Technical Support Representatives and Team Leaders.
• Support leadership with candidate and employee evaluations.
• Share best practices with management.
• Promote accountability, collaboration, and a positive team environment.

Skills

Coaching

Team Leadership

English Communication

Performance Monitoring

Job description

Philippines | On-site | The Functionary

Are you an experienced Technical Support professional and natural leader who enjoys coaching teams, solving challenging customer issues, and driving performance?

The Functionary is looking for a Team Leader to join our Customer Success Services team and help lead Technical Support Representatives in a 24x7 support environment.

• Coach, develop, and support a team of Technical Support Representatives.
• Review customer interactions to identify opportunities for improvement.
• Provide specific, documented, and actionable coaching.
• Help team members strengthen their skills and performance.
• Monitor live customer interactions and provide real-time assistance.
• Support escalated and high-priority customer cases.
• Help representatives resolve challenging technical support issues.
• Apply sound judgment when handling complex or competing priorities.
• Monitor individual and team performance metrics.
• Provide weekly and monthly performance reporting.
• Communicate employee strengths, challenges, development needs, and team morale to leadership.
• Identify trends and recommend improvements.
• Participate in interviews for new Technical Support Representatives and Team Leaders.
• Support leadership with candidate and employee evaluations.
• Share best practices and recommendations with management.
• Promote accountability, collaboration, and a positive team environment.

Previous experience in Technical Support / Customer Support

Experience as a Team Leader, Tech Lead, Senior Technical Support Representative, Supervisor, or similar role

Strong coaching and mentoring abilities

Experience handling escalated or high-priority cases

Knowledge of performance metrics and operational reporting

Strong problem-solving and decision-making skills

Excellent written and verbal English communication skills

Ability to work independently in a 24x7 support environment

Full schedule availability is required

Willingness to work assigned shifts, including overnight schedules when required

Company: The Functionary

Contract Type: Long Term Contract

Schedule: Full-time availability required - exact schedule will be provided later in the process.

• 2:00 PM - 11:00 PM
• 3:00 PM - 12:00 AM
• 7:00 AM - 4:00 PM

Schedules are subject to change based on business needs.