Technical Support Team Lead (24x7 Coaching)

The Functionary; Metro Manila; On-site; PHP 800,000 - 1,050,000; Full time

Job summary

The Functionary in the Philippines is seeking a Team Leader to guide the Customer Success Services team in a 24x7 support environment. You will coach, review interactions, and provide actionable coaching to improve performance and customer outcomes.

Ideal candidates have a background in Technical Support or Customer Support, plus leadership experience such as Team Leader or Senior TSR. Strong English communication and problem-solving skills are essential.

Qualifications

• Experience in Technical Support / Customer Support
• Experience as Team Leader 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

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

Coaching

Mentoring

Team leadership

Customer support

English communication

Job description

The Functionary in the Philippines is seeking a Team Leader to guide the Customer Success Services team in a 24x7 support environment. You will coach, review interactions, and provide actionable coaching to improve performance and customer outcomes.

Ideal candidates have a background in Technical Support or Customer Support, plus leadership experience such as Team Leader or Senior TSR. Strong English communication and problem-solving skills are essential.