WFH Technical Support Team Lead

BruntWork; Metro Manila; Remote; PHP 670.000 - 1.339.000; Vollzeit

Benefits dieser Stelle

Health Insurance Coverage For Eligible

Permanent work from home

Immediate hiring

Zusammenfassung

BruntWork is seeking a Technical Support Team Lead to organize and prioritize work, monitor tickets, and guide a growing team of Tier 1 and 2 agents. The role emphasizes cross-functional coordination, coaching, and clear communication to maintain high service levels.

The successful candidate will report to IT leadership, coach remote staff, and drive process improvements while sustaining excellent customer service for both internal colleagues and external customers.

Qualifikationen

• Experience leading a support/service/operations team.
• Strong organization, prioritization, and follow-through.
• Practical understanding of excellent customer service including responsiveness and ownership.
• Ability to assess routine responses and know when to escalate to IT leadership.
• Ability to give constructive feedback and hold employees accountable respectfully.
• Sound judgment in prioritizing issues and guiding teams.

Aufgaben

• Help employees organize workloads, set priorities, and follow through on commitments.
• Conduct regular check-ins to review progress and identify blockers.
• Monitor open tickets and tasks and follow up on overdue work.
• Gather feedback and provide leadership with observations and next steps.
• Route complex questions to IT leadership and ensure guidance is provided.
• Spot-check responses for clarity, accuracy, and professionalism.
• Support onboarding and maintain process documentation.

Kenntnisse

Team coordination

Customer service excellence

Prioritization & follow-through

Cross-functional coordination

Feedback & coaching

Experience with remote/contractor work

Tools

Ticketing systems

Task management tools

Documentation platforms

Jobbeschreibung

Job Overview

Our client is looking for a Technical Support Team Lead to help employees stay organized, maintain clear priorities, and consistently move work forward. The initial team will include five employees—three full-time and two part-time—with potential for growth.

The team will initially include Tier 1 and Tier 2 technical support agents. Over time, this person may also coordinate employees working in quality assurance, marketing, or other functions. They do not need specialized skills in each function, but they must be able to understand assignments, track progress, gather feedback, and recognize when additional guidance is needed.

Schedule:

Monday - Friday, 8:00 AM - 5:00 PM EST, with 1 hour unpaid break (40 work hours per week)

Responsibilities

• Help employees organize their workloads, understand priorities, and follow through on commitments.

• Conduct regular check-ins to review progress, clarify expectations, and identify blockers.

• Monitor open tickets and tasks, following up on overdue, stalled, or incomplete work.

• Receive employee feedback, assess concerns, and bring leadership clear observations and recommended next steps.

• Route higher-tier technical questions to the appropriate IT department leads and follow up to ensure employees receive direction.

• Spot-check support responses for clarity, completeness, professionalism, and routine technical accuracy.

• Reinforce strong customer service for both internal colleagues and external customers.

• Relay feedback from leadership and department leads, helping employees understand and apply it.

• Support onboarding, maintain useful process documentation, and complete smaller operational tasks as needed.

• Provide concise updates on team progress, recurring concerns, and items requiring leadership attention.

Requirements

• Experience coordinating employees or leading a support, service, or operations team.

• Strong organization, prioritization, and follow-through.

• A practical understanding of excellent customer service, including responsiveness, ownership, clear communication, and closing the loop.

• Sufficient technical support knowledge to assess routine responses, recognize potential errors, and identify questions requiring IT leadership input.

• Ability to give constructive feedback, listen to concerns, and hold employees accountable respectfully.

• Sound judgment when assessing issues and deciding what to address directly or bring to leadership.

• Comfort using ticketing systems, task management tools, and shared documentation.

• Ability to coordinate people across different functions without needing to be the subject-matter expert in each area.

Qualifications

• Experience working with remote or third-party teams.

• Experience reviewing service quality, coaching employees, and supporting onboarding.

• Experience coordinating both full-time and part-time employees.

• Ability to improve simple workflows, checklists, and documentation as a team grows.

Role Boundaries

• The primary responsibility is day-to-day coordination, employee support, and follow-through. This person is not expected to serve as the technical escalation point. Higher-tier technical decisions and guidance will come from the IT department leads.

• Formal authority over performance reviews, disciplinary matters, and other personnel decisions remains to be defined.

Independent Contractor Perks

• Health Insurance Coverage For Eligible Locations

• Permanent work from home

• Immediate hiring