Team Lead - Global Technical Support
Core
Lead and manage a team of Technical Support Executives for clients in SEA and ANZ markets, ensuring exceptional service delivery and client satisfaction.
Role type
Senior IC technical support team lead
Builds
High-quality technical support service for SaaS, POS, and content management systems
Domain
SaaS / POS / Content Management Systems
Deliverable
client delivery
Required skills
Team leadership and mentoring, Troubleshooting complex technical issues, Process improvement and data analysis, Stakeholder management, SLA adherence monitoring, Cross-functional collaboration
Preferred skills
Experience with network configurations, Knowledge of SaaS platforms, Analytical problem-solving
Technologies
Ticketing tools, Content management systems, SaaS platforms, Network configurations
Responsibilities
Lead, mentor, and motivate a team of Technical Support Executives to achieve performance targets, Troubleshoot software related and resolve complex technical issues, Liaise with product development and engineering teams to escalate critical issues, Identify trends in support queries and recommend process improvements, Monitor team performance metrics and implement corrective actions, Address client concerns and feedback to ensure high customer satisfaction
Seniority
Senior, hands-on IC with leadership responsibilities
