Technical Team Leader (Onsite - Quezon City)

SupportNinja; Metro Manila; On-site; PHP 600,000 - 800,000; Full time

Benefits offered by this job

Competitive Compensation

Life Insurance

HMO Coverage

Paid Time Off

Skills Training

Free Lunch

Job summary

SupportNinja is seeking a Technical Team Leader to lead and manage a team at The Sanctum in Quezon City. The ideal candidate will ensure exceptional customer experiences by coaching team members and driving performance.

Responsibilities include setting performance expectations, monitoring team metrics, and addressing operational challenges while maintaining a positive team environment. Full-time employees enjoy competitive compensation and comprehensive benefits from day one.

Qualifications

• 3 years experience in a role equivalent to the representatives.
• Minimum of 1 year experience in a leadership or supervisory role.
• Strong knowledge of customer service and technical support principles.

Responsibilities

• Lead and manage a team of representatives.
• Coach and mentor team members for performance improvement.
• Monitor team performance against SLAs and KPIs.
• Address employee concerns and performance issues.
• Collaborate with cross-functional teams for process optimization.
• Provide reports on team performance.

Skills

Leadership

Communication Skills

Problem-solving

Customer Service

Technical Support

Interpersonal Skills

Tools

CRM Software

Computers

Job description

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

• Start Date:September 21, 2026

• Type of Contract:Full-Time

Job Summary:TheTeam Leaderwill 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 Leaderlook 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

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