Technical Support Team Lead | Coaching & Performance

The Functionary; Mandaluyong; On-site; PHP 700,000 - 900,000; Full time

Job summary

The Functionary is seeking a Team Leader to join our Customer Success Services team in a 24x7 on-site environment in the Philippines. You will coach and develop Technical Support Representatives, review interactions for improvements, and provide actionable coaching to boost performance.

Ideal candidates have strong coaching abilities, experience leading tech support teams, and a track record with escalated or high-priority cases.

Qualifications

• Previous experience in Technical Support / Customer Support.
• Experience as a Team Leader, Tech Lead, Senior Technical Support Representative, 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 skills.
• Excellent written and verbal English communication skills.
• Ability to work independently in a 24x7 support environment.
• Full schedule availability.
• Willingness to work assigned shifts, including overnight schedules when required.

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

Leadership

Coaching

Technical Support

Customer Support

Performance Metrics

English Communication

24x7 Environment

Job description

The Functionary is seeking a Team Leader to join our Customer Success Services team in a 24x7 on-site environment in the Philippines. You will coach and develop Technical Support Representatives, review interactions for improvements, and provide actionable coaching to boost performance.

Ideal candidates have strong coaching abilities, experience leading tech support teams, and a track record with escalated or high-priority cases.