Team Lead – Pioneering Tech Support (Hardware & Apps)

Private Advertiser; Metro Manila; On-site; PHP 900,000 - 1,500,000; Full time

Job summary

Private Advertiser is seeking a Team Lead to bridge frontline Support Specialists and a client’s mission. You will design workflows, refine SOPs, and nurture a culture for a new support operation.

Ideal for hands-on leaders who thrive in startup environments and enjoy blending physical activity with interactive tech. You will oversee a pioneer non-voice team handling chat and email, shaping internal knowledge bases and workflows from scratch while driving key support metrics and technical

Qualifications

• 5+ years in Customer Support with 2+ years in a leadership role.
• Hands-on leader with startup-style agility in technical support.
• Experience supporting consumer hardware and mobile apps; familiarity with networking.
• Excellent written English; able to coach others to translate tech-speak into simple language.
• Proven ability to lead through ambiguity and adapt to evolving processes.
• Strong experience with CRM platforms like Intercom and documentation tools like Notion.

Responsibilities

• Lead a Pioneer Team: oversee daily operations of a new non-voice support team across chat and email.
• Process Architecture: build and refine SOPs and support workflows from ground up.
• Performance Management: monitor CSAT, FRT, FCR, and QA scores.
• Technical Mentorship: act as Tier 2 escalation for hardware setup, body-tracking tech, and app connectivity.
• Quality & Coaching: conduct QA audits and 1-on-1 coaching to maintain warm, jargon-free communication.
• Feedback Loop: surface product bugs and pain points to drive long-term improvements.

Skills

Team leadership

CRM tools (Intercom)

Written English

Hardware & mobile apps support

Ambiguity tolerance

Tools

Intercom

Notion

Job description

Private Advertiser is seeking a Team Lead to bridge frontline Support Specialists and a client’s mission. You will design workflows, refine SOPs, and nurture a culture for a new support operation.

Ideal for hands-on leaders who thrive in startup environments and enjoy blending physical activity with interactive tech. You will oversee a pioneer non-voice team handling chat and email, shaping internal knowledge bases and workflows from scratch while driving key support metrics and technical