Technical Support Team Lead
Core
Lead and manage technical support operations for TabSquare's SaaS platform serving restaurants in SEA and ANZ markets, ensuring high-quality service delivery and client satisfaction.
Role type
Senior IC technical support team lead
Builds
AI-powered ordering and engagement tools for restaurants
Domain
Fintech and SaaS for the restaurant industry
Deliverable
client delivery
Required skills
team leadership, shift management, technical troubleshooting, process improvement, stakeholder management, data analysis, SLA monitoring, root cause analysis, knowledge base development
Preferred skills
Mandarin proficiency, experience with Freshdesk/TeamViewer/Datadog, POS or F&B IT operations background
Technologies
Freshdesk, TeamViewer, Datadog
Responsibilities
Lead, mentor, and motivate a team of Technical Support Executives; troubleshoot and resolve complex technical issues related to content management systems, network configurations, printers, and SaaS platforms; liaise with product development and engineering teams to resolve critical issues; identify trends in support queries and recommend process improvements; maintain strong relationships with internal stakeholders and address client concerns.
Seniority
Senior, hands-on IC with leadership responsibilities
