Team Lead

The Functionary; Philippines; On-site; PHP 600,000 - 900,000; Full time

Job summary

The Functionary in the Philippines is seeking a Team Leader to coach and lead a Technical Support team in a 24x7 on-site environment. You will drive performance, handle escalations, and contribute to reporting and improvement initiatives.

The ideal candidate has strong coaching skills, prior Team Leader or Senior Support experience, and excellent English communication. Openings: 2; salary to be disclosed upon contact; schedules include overnight shifts.

Qualifications

• Experience leading Technical Support/Customer Support teams.
• Experience handling escalated or high-priority cases.
• Advanced English (C1) communication.
• Ability to work a 24x7 on-site environment.

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.
• 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.

Skills

Team leadership

Coaching

Customer support

English communication

Problem-solving

Decision-making

Job description

WE'RE HIRING: TEAM LEADER

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.

WHAT YOU'LL DO

Team Leadership & Coaching

• 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.

Escalation & Technical Support

• 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.

Performance & Reporting

• 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.

Recruitment & Collaboration

• 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.

WHAT WE'RE LOOKING FOR

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

Advanced English - C1 level

Ability to work independently in a 24x7 support environment

Full schedule availability is required

Willingness to work assigned shifts, including overnight schedules when required

POSITION DETAILS

Position: Team Leader

Company: The Functionary

Location: Philippines

Work Arrangement: On-site

Contract Type: Long Term Contract

Salary: TO BE DISCLOSED UPON CONTACT

English: Advanced - C1

Openings: 2

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

Potential shift coverage includes:

• 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.

If you're ready to take your technical support leadership experience to the next level, we'd love to hear from you!