Team Lead - Global Technical Support
Core
Lead and manage technical support operations for clients in SEA and ANZ markets, ensuring service delivery and client satisfaction for a SaaS platform.
Role type
Senior IC technical support team lead
Builds
High-quality support service delivery and process improvements for SaaS clients
Domain
SaaS / Fintech / Restaurant technology
Deliverable
client delivery
Required skills
Team leadership and mentoring, Technical troubleshooting (CMS, network, SaaS), SLA management, Data analysis, Stakeholder management, Process improvement
Preferred skills
Experience with SEA and ANZ markets, Knowledge of content management systems
Technologies
Ticketing tools, Content management systems, SaaS platforms
Responsibilities
Lead, mentor, and motivate a team of Technical Support Executives; Troubleshoot and resolve complex technical issues; Monitor team performance metrics and implement corrective actions; Liaise with product development and engineering teams; Identify trends and recommend process improvements; Address client concerns and feedback.
Seniority
Senior, hands-on IC with leadership responsibilities
