Tech Support Team Lead — CRM & Coaching

Trinity Workforce Solutions Inc; Mandaluyong; On-site; PHP 670,000 - 1,116,000; Full time

Job summary

Trinity Workforce Solutions Inc. is seeking an experienced Team Lead for Technical Support in the Philippines. You will lead a team of support representatives, coach for performance, and manage escalations while ensuring quality CRM documentation and data accuracy.

You will oversee CRM workflows, generate reports, and drive improvements in first-contact resolution. Excellent English, leadership, and analytical skills are essential for success.

Qualifications

• 3–5 years of Team Lead experience in a BPO/technical support environment.
• Strong background in CRM systems and customer account management.
• Excellent verbal and written English communication skills.
• Strong analytical, coaching, problem-solving and leadership abilities.
• Ability to manage escalations and make sound operational decisions.
• Proficient in Microsoft Office or Google Workspace and comfortable with CRM-based reports/dashboards.
• Willing to work U.S. business hours, including night shifts, weekends and holidays as required.

Responsibilities

• Lead, coach, and motivate a team of Technical Support Representatives.
• Monitor daily team performance, productivity, attendance, and schedule adherence.
• Conduct regular coaching sessions and provide actionable performance feedback.
• Identify skill gaps and create coaching and development plans.
• Assist team members with complex customer concerns and escalations.
• Ensure accurate documentation of customer interactions, cases, and resolutions in the CRM system.
• Monitor CRM workflows, customer profiles, case management, and escalation processes.
• Review customer records to identify recurring issues and appropriate resolution paths.
• Ensure CRM documentation standards and data-quality requirements are met.
• Track open cases, follow-ups, escalations, and pending customer concerns.
• Generate and review CRM-based reports to identify operational and customer-service trends.
• Help representatives maximize CRM tools to improve customer experience and first-contact resolution.

Skills

People management

Customer service excellence

CRM proficiency

Tools

Salesforce

Zendesk

ServiceNow

Microsoft Dynamics

Job description

Trinity Workforce Solutions Inc. is seeking an experienced Team Lead for Technical Support in the Philippines. You will lead a team of support representatives, coach for performance, and manage escalations while ensuring quality CRM documentation and data accuracy.

You will oversee CRM workflows, generate reports, and drive improvements in first-contact resolution. Excellent English, leadership, and analytical skills are essential for success.