Tech Support Team Lead - POS/SaaS (US, 24/7)

MicroSourcing International; Parañaque; On-site; PHP 600,000 - 1,200,000; Full time

Benefits offered by this job

Healthcare coverage

Dependent coverage

Paid time-off with cash conversion

Group life insurance

Performance bonuses

Job summary

MicroSourcing is seeking a Technical Support Team Leader for its US-facing restaurant technology support team. You will lead daily operations, coach staff, and ensure high-quality customer experience in a 24/7 setting. This role requires robust English communication and a track record of KPI-driven performance.

You will collaborate with the client to address operational priorities, manage escalations, and drive improvements while maintaining exemplary service standards.

Qualifications

• Leads and coaches a US-facing technical support or SaaS team.
• Proven ability to monitor KPIs, queues, and CSAT in a 24/7 operation.
• Excellent communication skills in English, both spoken and written.

Responsibilities

• Lead Daily Operations: manage real-time floor activities and schedule adherence across a 24/7 roster.
• Drive KPI Performance: monitor service levels, AHT, CSAT, and attendance against targets.
• Coach and Develop Agents: conduct daily huddles, coaching, and performance reviews.
• Manage Escalations: handle high-severity merchant concerns and ensure timely resolution.
• Oversee Shift Reporting: prepare shift reports and handovers with incident documentation.
• Collaborate with the client: align with client priorities and escalations.

Skills

Leadership

English proficiency

KPIs & performance coaching

Customer service

Shift flexibility

Education

College-level education or equivalent

Tools

Zendesk

Salesforce

Freshdesk

Workforce management systems

Remote support tools

Job description

MicroSourcing is seeking a Technical Support Team Leader for its US-facing restaurant technology support team. You will lead daily operations, coach staff, and ensure high-quality customer experience in a 24/7 setting. This role requires robust English communication and a track record of KPI-driven performance.

You will collaborate with the client to address operational priorities, manage escalations, and drive improvements while maintaining exemplary service standards.