Technical Support Team Leader | Onsite | Ortigas | Day Shift

Emapta; Mandaluyong; On-site; PHP 900,000 - 1,400,000; Full time

Benefits offered by this job

HMO coverage with free dependent upon

Salary Advance Program

Upskilling via Emapta Academy

Office gyms access

Employee referral incentives

20 annual leaves (including 5 convert)

Career growth opportunities

Job summary

Emapta Philippines seeks an experienced Technical Support Team Leader to drive excellence across broadband, mobile, and VoIP services for an Australian client. You will champion confident troubleshooting, elevate CSAT, and ensure consistent service quality while growing a high-performing onsite team at Ortigas.

You will lead daily operations, mentor TSRs, manage escalations, analyze performance data, and coordinate with stakeholders to deliver measurable improvements in a fast-paced,

Qualifications

• 2–3 years of experience in Technical Support, including 2–3 years in a Team Leader or Supervisory role within an Australian telecommunications campaign.
• Proven ability to lead, motivate, manage, and develop technical support teams.
• Experience in managing customer escalations and resolving complex technical issues.

Responsibilities

• Lead, coach, and mentor a team of Technical Support Representatives (TSRs) across broadband, mobile, and VoIP services to achieve KPIs (AHT, QA, CSAT, productivity, attendance).
• Conduct regular performance reviews, coaching sessions, and provide constructive feedback.
• Monitor daily team performance via reports and analytics; identify gaps and implement corrective actions.
• Manage team schedules and staffing coverage for operations.
• Support onboarding and development of new TSRs; reinforce product knowledge and SOPs.
• Resolve escalated customer concerns and complex issues promptly and accurately.
• Foster a positive, collaborative, customer-focused team culture.
• Coordinate with Workforce Management, Quality Assurance, Operations, Training, and client stakeholders.
• Identify performance trends and process inefficiencies; propose and implement solutions.
• Ensure compliance with Australian regulations and internal requirements.
• Create and update SOPs and knowledge base articles.
• Prepare daily, weekly, and monthly performance reports.

Skills

Team Leadership

Technical Support

Customer Escalation Management

Analytical Skills

Performance Management

Tools

Reporting Tools

Workforce Management Tools

Job description

Australia's Broadband Revolution Calls For Exceptional Technical Support Leadership

When broadband gets complicated, exceptional leadership makes the difference. As a Technical Support Team Leader, champion confident troubleshooting, stronger CSAT, and consistent service quality across Australian telecom operations. Contribute to a connectivity provider supporting digital life through broadband, mobile, and VoIP services. Through Emapta, access international operational exposure, specialized leadership development, and a sustainable career alongside top 1% talent worldwide.

Job Overview

• Employment type: Full-time
• Shift: Day Shift | Shifting Days Off
• Work setup: Onsite | SM Mega Tower, Ortigas

Exciting Perks Await!

• Competitive Salary Package
• Day Shift Schedule
• HMO coverage with free dependent upon regularization
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
• Unlimited upskilling through Emapta Academy courses (Want to know more? Visit: https://emapta.com/training-calendar/)
• Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
• Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
• Unlimited opportunities for employee referral incentives across the organization
• Standard government and Emapta benefits
• Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
• Fun engagement activities for employees
• Mentorship and exposure to global leaders and teams
• Career growth opportunities
• Diverse and supportive work environment

The Qualifications We Seek

Technical Support and Leadership Experience

• Minimum of 2 to 3 years of experience in Technical Support, including at least 2 to 3 years in a Team Leader or Supervisory role within an Australian telecommunications campaign.
• Proven ability to lead, motivate, manage, and develop technical support teams.
• Experience in managing customer escalations and resolving complex technical issues.

Analytical and Operational Skills

• Strong analytical skills, with the ability to interpret performance data, identify areas for improvement, and develop actionable plans.
• Excellent conflict resolution, decision-making, and problem-solving skills.
• Experience with reporting, workforce coordination, and performance management tools is an advantage.
• Ability to work effectively in a fast-paced, high-pressure environment and adapt to shifting priorities.

Your Daily Tasks

Team Leadership & Performance Management

• Lead, coach, and mentor a team of Technical Support Representatives (TSRs) across broadband, mobile, and Voice over Internet Protocol (VoIP) services to achieve key performance indicators (KPIs), including Average Handle Time (AHT), Quality Assurance (QA), Customer Satisfaction (CSAT), productivity, and attendance.
• Conduct regular performance reviews, side-by-side coaching sessions, and constructive feedback discussions.
• Monitor daily team performance through reports and analytics, identify performance gaps, and implement corrective action plans.
• Manage team schedules, schedule adherence, and staff requirements to ensure adequate operational coverage.
• Support the orientation and development of new TSRs and reinforce technical product knowledge and standard operating procedures.
• Resolve escalated customer concerns and complex technical issues promptly and accurately.
• Foster a positive, collaborative, and customer-focused team culture.

Operational & Process Support

• Coordinate with Workforce Management, Quality Assurance, Operations, Training, and client stakeholders to address operational requirements.
• Identify performance trends, recurring technical issues, and process inefficiencies, and recommend and implement effective solutions.
• Ensure team compliance with applicable Australian telecommunications regulations and internal compliance requirements.
• Create and update process documentation, standard operating procedures (SOPs), and knowledge base articles.
• Prepare daily, weekly, and monthly reports on team performance, service quality, and operational metrics.

About the Client

Our client is a leading Australian telecommunications provider delivering high-speed internet and connectivity solutions to residential, business, and wholesale customers. Founded in 2014, they offer broadband, mobile, business internet, and voice services supported by extensive fibre infrastructure and advanced network technology. Their commitment to network performance, competitive connectivity solutions, and customer service helps Australians stay connected. Through continuous innovation, infrastructure investment, and nationwide service expansion, our client supports digital accessibility, business productivity, and reliable communication experiences across Australia's evolving telecommunications landscape.

Join the Top 1% Talent. A better career. A better life.

Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2026 for the fifth year in a row and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.