Technical Support Team Lead – POS/SaaS | Flexible Growth
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Benefits offered by this job
Job summary
MicroSourcing in the Philippines is seeking a Technical Support Team Leader for a US-facing restaurant technology support team. You will lead daily operations, coach agents, manage escalations, and partner with the client to improve service delivery.
The role requires at least 2 years of leadership in US-focused SaaS support, strong English, and flexibility for a 24/7 shift. MicroSourcing offers competitive rewards, healthcare, PTO, and growth opportunities.
Qualifications
- Minimum 2 years leading a US-facing tech support or SaaS team.
- Experience in real-time floor management and queue monitoring.
- Excellent spoken and written English (Versant 65+ or CEFR C1).
- Willingness to work 24/7 shifts, including weekends and holidays.
- College-level education or equivalent work experience.
- Familiarity with Zendesk, Salesforce, Freshdesk and remote support tools.
Responsibilities
- Lead daily operations across a 24/7 roster.
- Monitor KPI performance: SLA, AHT, CSAT, attendance.
- Coach and develop agents; conduct huddles and 1:1s.
- Manage escalations and client communications.
- Prepare shift reports and handovers; document incidents.
Skills
Education
Tools
Job description
MicroSourcing in the Philippines is seeking a Technical Support Team Leader for a US-facing restaurant technology support team. You will lead daily operations, coach agents, manage escalations, and partner with the client to improve service delivery.
The role requires at least 2 years of leadership in US-focused SaaS support, strong English, and flexibility for a 24/7 shift. MicroSourcing offers competitive rewards, healthcare, PTO, and growth opportunities.
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