Technical Support Team Lead at SupportNinja

Are you a technical leader who knows how to inspire excellence while navigating the complexities of a new account launch? As our next Team Lead (Technical Support), you won’t just be managing a roster—you’ll be the strategic anchor for the newly launched partnership. We are looking for a high-energy mentor who can bridge the gap between technical troubleshooting and operational success. If you are a technical expert with a passion for people development and a data-driven approach to service delivery, your next big career move starts here.

Work Setup: Remote - Philippines

Type of Contract: Full-Time

The Team Lead (Technical Support) is responsible for the daily operational management of the support team, ensuring all service level agreements (SLAs) are met and performance metrics are exceeded. This role serves as the primary supervisor for our Technical Support Specialists, providing critical support and escalation guidance during the pre-order and post-launch phases. You will oversee the team's readiness during the launch and stabilization phase, ensuring smooth day-to-day operations as we navigate the product’s learning curve and support volume.

Operational & Service Delivery

• Oversee the TSR technical support team, providing day-to-day supervision, floor support, and escalation guidance for inquiries related to product troubleshooting, navigation, and general technical concerns.

• Lead TSRs handling inquiries across chat and email channels during US hours, driving performance through real-time support.

• Be in charge of running and managing the call center daily, ensuring all organization’s products, services, and guidelines are clearly communicated.

• Set performance targets and assist team members to ensure SLAs are adhered to and performance metrics are met.

• Monitor all interactions to ensure that due procedures, quality standards, and process adherence are strictly maintained for a stable post-launch experience.

Employee Development & Team Interface

• Provide essential coaching and quality oversight to strengthen team readiness and improve technical performance.

• Support the team through the product’s learning curve, providing expert guidance on complex customer issues.

• Champion company core values and facilitate team huddles, presentations, and contests to engage and motivate the team.

• Assist in the recruiting, training, and onboarding of employees as the account expands.

• Ensure a safe and harmonious working environment and delegate duties effectively.

Process Improvement & Stakeholder Satisfaction

• Collaborate on new strategies and process improvements to better the team’s performance during the stabilization phase.

• Provide daily, weekly, and monthly reports at both internal and external client levels to maintain service quality.

• Ensure that clients are kept satisfied by providing prompt responses and solutions to their challenges.

• Ensure all employees are in line with Regulatory Compliance, Quality, and CBT requirements.

Education & Experience

• Undergraduate or Bachelor’s degree in Computer Science, Engineering, or a related field.

• Minimum of 1 year of experience within a contact center/BPO environment as a Technical Team Lead or as a Subject Matter Expert (SME) for technical accounts.

• Previous experience in an Agent and/or Technical Support Representative role.

Skills Requirement

• Excellent technical, diagnostic, and troubleshooting skills, with the ability to manage increased support volumes.

• Strong leadership and organizational abilities with a focus on people-development and quality feedback.

• Ability to influence others within the job area through explanation of facts, policies, and practices.

• Energetic and motivating individual capable of providing service to both internal and external customers.

• Outcome Drivers: You don't just answer "how-to" questions. You ensure the team drives results that help the client win, especially during critical launch phases.

• Technical Problem Solvers: You are a natural investigator who helps the team navigate technical ambiguity and new feature learning curves without "freezing."

• Customer Centric Proactivity: You anticipate needs and build strong relationships, staying ahead of the customer’s journey to prevent issues before they arise.

• Conflict Resilient: You handle tough conversations and high-pressure moments with a professional, solution-oriented attitude.

• Competitive compensation

• Adherence to government-mandated benefits

• Retirement Savings Program with Company Matching

• Life Insurance

• HMO 1st day + 1 free dependent upon regularization and another 1 free dependent after 1 year of service

• Paid time off + birthday leave

• Bonus and incentive plans

• Opportunities for skills training and personal and professional development

• Employee Referral Program

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

Fast-track your application and dive straight into your next big opportunity. Access your Instant Interview here: https://alpharun.com/i/gK8yv6PC5sUHupMQaSKwm

Disclaimer: The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary. SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.

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