Technology Support - High Growth Tech (Portuguese and Spanish Speakers)

JPMorgan Chase & Co.; Metro Manila; On-site; PHP 500,000 - 900,000; Full time

Job summary

JPMorgan Chase & Co. is seeking a Technology Support Team Leader in Manila to guide a team handling API-based services for transaction initiation and reporting.

You will oversee day-to-day inquiries, investigations into connectivity and processing issues, and partner with internal teams to ensure timely resolutions and strong client outcomes. You will drive a culture of operational excellence, effective communication, and continuous improvement while supporting cross-functional collaboration and

Qualifications

• 3 years of customer service or call center experience.
• 2 years of technical support experience.
• Fluency in English, Portuguese, and Spanish.
• Strong analytical and problem-solving skills.
• Ability to manage multiple workstreams in a high-volume environment.

Responsibilities

• Lead and manage inquiries via phone, email, and internal transfers from clients and partners.
• Advocate for client needs while coordinating with business and technology teams.
• Escalate urgent requests and drive resolution.
• Troubleshoot connectivity issues, processing failures, and transaction inquiries.
• Communicate processing errors and platform changes to clients and partners.
• Monitor queues and workflows to identify issues and communicate during incidents.
• Collaborate with leadership and partners to meet service goals and improve client experience.
• Maintain and improve policies, procedures, and training materials.
• Lead by example on quality and risk controls.

Skills

Customer service

Technical support

English fluency

Portuguese fluency

Spanish fluency

Analytical skills

Time management

Tools

Incident management software

Job description

Build a career where your troubleshooting skills directly improve client experience and service reliability. You will lead a support team that helps clients and internal partners resolve time-sensitive technical and processing issues. This role offers hands‑on problem solving, cross‑functional collaboration, and opportunities to influence how support is delivered. If you enjoy working in a fast‑paced environment and turning complex issues into clear outcomes, this role is for you.

Job summary

As a technology support team leader in the API support team, you will serve as a primary point of contact for technical support for API‑based services used for transaction initiation and reporting. You will lead day‑to‑day inquiry management, guide investigations into connectivity and processing issues, and partner with internal teams to drive timely resolution and strong client outcomes. You will contribute to a culture of operational excellence, clear communication, and continuous improvement.

Job responsibilities

• Manage and resolve inquiries received via phone, email, and internal case transfers from clients and internal partners
• Advocate for client needs while coordinating with internal business and technology partners
• Escalate critical and urgent requests promptly and follow through to resolution
• Troubleshoot and investigate client connectivity issues, processing failures, and transaction inquiries
• Communicate with clients and internal partners to address processing errors and support platform changes
• Monitor queues and workflows to identify emerging issues and support proactive communications during incidents or outages, when appropriate
• Partner with leadership, peers, and business partners to meet service goals and improve client experience
• Maintain and improve policies, procedures, and training materials to support consistent service delivery
• Lead by example on quality, controls, and adherence to established procedures to support effective operational risk management

Required qualifications, capabilities and skills

• 3 years of customer service or call center experience
• 2 years of technical support experience
• Fluency in English, Portuguese, and Spanish, with strong oral and written communication skills
• Strong analytical and problem‑solving skills, including attention to detail and pattern recognition
• Ability to manage multiple workstreams and prioritize effectively in a high‑volume environment
• Strong time management and organizational skills
• Ability to translate complex technical information into simple, client‑friendly language
• Sound judgment and effective decision‑making, including in urgent or high‑impact situations
• Ability to work outside normal coverage hours as needed (including weekends and holidays)
• Ability to build and maintain effective working relationships with business and technology partners

Preferred qualifications, capabilities and skills

• Experience supporting API‑based services for transaction initiation and reporting
• Experience investigating and documenting incidents, trends, and recurring issues in a support environment
• Experience coaching, mentoring, or acting as a shift/team lead in a support setting
• Familiarity with client connectivity troubleshooting concepts (e.g., authentication, certificates, connectivity diagnostics)
• Experience contributing to process improvements, knowledge articles, or training documentation
• Experience working with cross‑functional stakeholders to drive resolution and service improvements

• Developing experience using AI‑powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.