Technical Team Leader

Ninja Partners; Philippines; On-site; PHP 670,000 - 1,004,000; Full time

Benefits offered by this job

Competitive compensation

Adherence to government-mandated benefi

Retirement Savings Program withCompany

Life Insurance

HMO coverage starting on Day 1

Paid time off, birthday leave

Bonus and incentive plans

Opportunities for skills training and…

Beautiful office space with a free-lun

Employee Referral Program

Job summary

SupportNinja is seeking a Technical Team Leader to guide a team of representatives and ensure exceptional customer experiences. Onsite at The Sanctum, SM-North EDSA, QC, you will coach, mentor, and drive performance while maintaining a positive team culture.

The role requires strong leadership, clear communication, and a solid background in customer service with CRM tools. You will monitor SLAs/KPIs, analyze metrics, and collaborate across departments to optimize processes and outcomes.

Qualifications

• 3 years experience in a role equivalent to the representatives the role will support.
• Minimum 1 year experience in a leadership or supervisory role, preferably in a call center environment.
• Previous client-facing experience preferred.
• Strong communication skills, both verbal and written.
• Strong knowledge and understanding of customer service and technical support principles and practices.
• Strong problem-solving and decision-making skills.
• Excellent interpersonal to interact with team members and stakeholders at all levels.
• Proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences.
• Results-oriented mindset with a focus on driving operational excellence and continuous improvement.
• Proficiency in using customer service software and tools such as CRM.
• Proficient in using computers and various software applications.

Responsibilities

• Provide effective leadership and supervision to a team of representatives.
• Set clear performance expectations and goals for team members and ensure they are aligned with organizational objectives.
• Coach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive and collaborative team environment.
• Address employee concerns, conflicts, and performance issues in a timely and effective manner.
• Monitor team performance and ensure adherence to SLAs and KPIs.
• Analyze team metrics and identify areas for improvement, implementing strategies to enhance productivity and efficiency.
• Collaborate with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflows.
• Continuously monitor and improve customer service quality, ensuring high levels of customer satisfaction.
• Stay updated with industry best practices and trends to drive process improvements and innovation within the team.
• Identify training needs and coordinate training sessions to enhance the skills and knowledge of team members.
• Ensure team members are equipped with the necessary tools, resources, and information to effectively perform their roles.
• Collaborate with other team leads and managers to share best practices and implement consistent processes.
• Serve as a point of contact for escalations and handle customer inquiries or complaints as needed.
• Contribute to team meetings and participate in organizational initiatives to drive positive change and growth.
• Provide reports on team performance as required.
• Regularly communicate with clients as needed.
• Adhere to company policies and procedures.
• Meet or exceed performance targets for related KPIs.
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules.
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times.
• Perform other duties as assigned

Skills

Leadership

Coaching

Communication

Customer service

CRM

Problem solving

Team motivation

Tools

CRM software

Job description

Job Description:

Work Setup: Onsite at The Sanctum, SM-North EDSA, QC

Start Date: September 21, 2026

Type of Contract: Full-Time

Job Summary: The Team Leader will be responsible for leading and managing a team of representatives to ensure the delivery of exceptional customer experiences. This role will coach, mentor, and guide team members, while driving performance, productivity, and operational efficiency.

What does a day in the life of a Technical Team Leader look like?

• Provide effective leadership and supervision to a team of representatives
• Set clear performance expectations and goals for team members and ensure they are aligned with organizational objectives
• Coach, mentor, and motivate team members to enhance their skills, performance, and professional development while fostering a positive and collaborative team environment
• Address employee concerns, conflicts, and performance issues in a timely and effective manner
• Monitor team performance and ensure adherence to established service level agreements (SLAs) and key performance indicators (KPIs)
• Analyze team metrics and identify areas for improvement, implementing strategies to enhance productivity and efficiency
• Collaborate with cross-functional teams to streamline processes, resolve operational challenges, and optimize workflows
• Continuously monitor and improve customer service quality, ensuring high levels of customer satisfaction
• Stay updated with industry best practices and trends to drive process improvements and innovation within the team
• Identify training needs and coordinate training sessions to enhance the skills and knowledge of team members
• Ensure team members are equipped with the necessary tools, resources, and information to effectively perform their roles
• Collaborate with other team leads and managers to share best practices and implement consistent processes
• Serve as a point of contact for escalations and handle customer inquiries or complaints as needed
• Contribute to team meetings and participate in organizational initiatives to drive positive change and growth
• Provide reports on team performance as required
• Regularly communicate with clients as needed
• Adhere to company policies and procedures
• Meet or exceed performance targets for related KPIs
• Continuously improve knowledge of products, services, and processes by participating in training programs and continuous learning modules
• Maintain a positive, empathetic, and professional attitude toward customers and colleagues at all times
• Perform other duties as assigned

What are the required qualifications of a Technical Team Leader?

• 3 years experience in a role equivalent to the representatives the role will support
• Minimum of 1 year experience in a leadership or supervisory role, preferably in a call center environment
• Previous client-facing experience preferred
• Strong communication skills, both verbal and written
• Strong knowledge and understanding of customer service and technical support principles and practices
• Strong problem-solving and decision-making skills
• Excellent interpersonal to interact with team members and stakeholders at all levels.
• Proven ability to lead, motivate, and inspire a team to achieve performance targets and deliver exceptional customer experiences
• Results-oriented mindset with a focus on driving operational excellence and continuous improvement
• Proficiency in using customer service software and tools such as CRM
• Proficient in using computers and various software applications

Ninja Perks and Benefits

Full time employees

• Competitive compensation
• Adherence to government-mandated benefits
• Retirement Savings Program with Company Matching
• Life Insurance
• HMO coverage starting on Day 1
• Paid time off, birthday leave
• Bonus and incentive plans
• Opportunities for skills training and personal and professional development
• Beautiful office space with a free lunch provided daily for onsite employees
• Employee Referral Program

Experience infinite fun so you can have infinite growth. Discover a Better Way to Grow! Are you ready?

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

#supportninjajobs