SuperStaff is seeking a Team Leader - Technical Support to oversee a team of Technical Support Representatives delivering global customer support. You will be responsible for coaching, guiding, and managing the team to ensure prompt issue resolution and adherence to established protocols.
What You'll Do
- Supervise a team of Technical Support Representatives providing global support through calls and emails.
- Monitor team performance, productivity, and adherence to SLAs.
- Conduct regular performance reviews, provide coaching, and lead upskilling or training sessions.
- Ensure adequate staffing across shifts and maintain full coverage for operations, including weekends and holidays.
- Manage shift handovers and ensure proper documentation and knowledge transfer.
- Review and audit tickets to ensure proper escalation, documentation, and resolution.
- Serve as the primary escalation point for C-level and higher-tier technical issues.
- Validate technical details and documentation before escalating unresolved or high-priority issues to HQ.
- Ensure proper remote troubleshooting execution by team members and assist when needed.
- Provide regular reports to internal leadership and client stakeholders regarding ticket volume, resolution times, escalations, and team performance.
- Coordinate with the client-side HQ team for updates, feedback, and technical issue follow-through.
- Assist in process documentation, FAQs, and workflow improvements for technical support functions.
What We're Looking For
- 2–4 years of experience in a technical support environment.
- At least 1 year in a leadership or supervisory role.
- Solid technical background, preferably with experience in remote troubleshooting, software installation, and log analysis.
- Strong leadership and team management skills, including conflict resolution and performance coaching.
- Excellent verbal and written communication skills in English.
- Willingness and ability to work rotating shifts, including nights, weekends, and holidays.
- Proficiency in using support tools such as Zendesk, Freshdesk, Jira Service Desk, or similar platforms.
Nice to Have
- Experience working in a global support setting.
- Experience in managing teams across time zones and shifts.
- Background in media technology, enterprise software, or AV/VR-related support.
- Familiarity with remote access software like TeamViewer, AnyDesk, or RDP.
- KPI and SLA management experience.
Technical Stack
- Zendesk, Freshdesk, Jira Service Desk
- TeamViewer, AnyDesk, RDP
Team & Environment
You will lead a team of Technical Support Representatives.
Benefits & Compensation
- HMO with 1 free dependent upon hire.
- Life Insurance.
- 20 PTO credits annually.
- VL and SL cash conversion.
- Night Differential.
- Annual Performance-Based Merit Increases and Employee Recognition.
- Great Company Culture.
- Career Growth and Learning.
- A laptop will be provided by the company.
Work Mode
This is an onsite position located in either SM Clark or Ayala, Makati.
SuperStaff is an equal opportunity employer.
