Technical Support Team Lead - Coaching & 24x7 Leadership

The Functionary; Metro Manila; On-site; PHP 500,000 - 800,000; Full time

Job summary

The Functionary in the Philippines is seeking a Team Leader to guide the Technical Support Representatives in a 24x7 environment. You will coach, develop, and monitor team performance to deliver outstanding customer support.

You will review interactions, handle escalations, participate in interviews, and report weekly metrics. Strong English communication and leadership are essential; willingness to work varying shifts is required.

Qualifications

• Must have prior experience in Technical Support or Customer Support.
• Experience as Team Leader, Tech Lead, 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 abilities.
• Excellent written and verbal English communication skills.
• Ability to work independently in a 24x7 support environment.
• Full schedule availability; willingness to work assigned night shifts.

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.
• Monitor performance metrics and share weekly/monthly reports.
• Communicate strengths, challenges, and development needs to leadership.
• Participate in interviews for new Technical Support Representatives and Team Leaders.
• Support leadership with candidate and employee evaluations.
• Share best practices with management.
• Promote accountability, collaboration, and a positive team environment.

Skills

Coaching

Team Leadership

English Communication

Performance Monitoring

Job description

The Functionary in the Philippines is seeking a Team Leader to guide the Technical Support Representatives in a 24x7 environment. You will coach, develop, and monitor team performance to deliver outstanding customer support.

You will review interactions, handle escalations, participate in interviews, and report weekly metrics. Strong English communication and leadership are essential; willingness to work varying shifts is required.