Technical Support Team Lead: Coaching & Escalations

The Functionary; Metro Manila; On-site; PHP 600,000 - 840,000; Full time

Job summary

The Functionary in Metro Manila, Philippines, seeks an experienced supervisor to lead customer support activities. You will coach agents, monitor live interactions, and provide actionable guidance to improve performance and service quality.

You will participate in hiring discussions for new Representatives and Tech Leads, and contribute to weekly and monthly performance reporting for the CSS teams. The role emphasizes accountability and strong work ethic.

Responsibilities

• Review past contacts in order to find areas of improvement for agents
• Actively monitor live contacts to provide support for our agents and resolve escalated or high priority cases as they come up
• Tailor coaching and development to individual representative’s needs, providing documented, specific and actionable guidance
• Be an example of a strong work ethic with a sense of accountability for individual and team performance
• Provide input to the CSS Leadership team on employee performance, individual struggles, unique strengths, and overall morale; provide reporting and analysis on key performance metrics on a weekly and monthly basis
• An active participant in interview team for new Representatives and Tech Leads as needed
• Handle other supervisory and reporting tasks as assigned

Job description

The Functionary in Metro Manila, Philippines, seeks an experienced supervisor to lead customer support activities. You will coach agents, monitor live interactions, and provide actionable guidance to improve performance and service quality.

You will participate in hiring discussions for new Representatives and Tech Leads, and contribute to weekly and monthly performance reporting for the CSS teams. The role emphasizes accountability and strong work ethic.