Technical Support Team Lead
What You’ll Do
Team Leadership & Delivery
· Lead, coach, and mentor a team of Support Specialists to deliver world-class support across platforms such as Shopify, Amazon, Etsy, and other eCommerce channels
· Ensure consistent delivery of high-quality, real-time support via chat and ticketing systems
· Act as the primary escalation point for complex or high-impact customer issues
Performance & KPI Management
· Monitor and manage team performance across key metrics (CSAT, FRT, AHT, SLA adherence, backlog health)
· Conduct regular performance reviews, coaching sessions, and feedback loops to improve agent performance
· Drive accountability and ownership within the team
Data-Driven Insights & Improvement
· Analyze support data and customer insights to identify recurring issues and operational gaps
· Lead initiatives to improve processes, reduce ticket volume, and enhance customer experience
· Provide actionable recommendations to stakeholders based on data trends
Cross-Functional Collaboration
· Partner with Product Management and Engineering teams to escalate issues and provide quantitative feedback on customer pain points
· Contribute to shaping product improvements and reducing friction in the user journey
· Represent the Support team in cross-functional discussions
Process, Knowledge & Automation
· Oversee development and maintenance of knowledge base articles and internal documentation
· Drive process standardization, workflow improvements, and support automation initiatives
· Ensure the team follows best practices in support operations
Technical Leadership
· Guide team members in troubleshooting and understanding system behavior “under the hood”
· Encourage continuous learning in APIs, SaaS systems, and integrations
· Support technical skill development within the team
Culture & Engagement
· Foster a collaborative, high-performance, and customer-centric team culture
· Promote values of operational excellence and customer delight
· Support team engagement, retention, and professional growth
Who We’re Looking For
Experience
· 4–6 years in Technical/Application Support within SaaS, e-commerce, or enterprise software environments
· At least 1–2 years of experience in a Team Lead or supervisory role
Education
· Preferred background in Computer Science or related fields (B.Tech, M.Tech, BCA, MCA, B.Sc.-IT, M.Sc.-IT)
Technical & Product Knowledge
· Strong understanding of enterprise B2B SaaS products and customer lifecycle
· Familiarity with APIs, webhooks, and API testing tools (Postman, Insomnia)
· Ability to read and understand code (Python, JavaScript) is a strong advantage
Tools & Systems
· Experience with helpdesk/ticketing platforms (Freshdesk, Zendesk, Salesforce, ServiceNow)
· Familiarity with CRM tools such as HubSpot is a plus
SaaS Technical Support Team Lead • Cebu, Central Visayas, Philippines
At least 2 years of experience as a Team Lead/Operation Supervisor in the BPO/Contact Center industry.Amenable working full onsite and fixed night shift.Preferred: Has a background in Benefits/Clai... Show more
Customer Support Agent (Gorgias).Activate Talent is looking for a Customer Support Agent with hands-on Gorgias experience to support fast-growing ecommerce brands.Responsibilities include managing ... Show more
Senior Cloud Integration Developer (AWS).ECLARO is an award-winning professional services firm headquartered in New York City and operating in the U.Canada, UK, Ireland, Australia and the Philippin... Show more
This is a highly specialized role requiring native or near-native U.English proficiency, direct experience working within the U.Candidates without this background will not be considered.This is a r... Show more
Paymonade delivers cutting-edge payment technology solutions worldwide, spanning 108 countries and territories.Supporting 38 fiat currencies, hundreds of payment methods, and a wide range of crypto... Show more
At Earthside Farms, we are dedicated to creating snacks that are healthy, wholesome, and delicious.Our vegan and sugar-free snack range is crafted using natural, nutrient-rich ingredients to suppor... Show more
We're looking for a Technical Help Desk to join a pioneering Telecommunications voice account in Cebu, handling inbound voice calls related to internet service issues and ensure timely restoration ... Show more
We're hiring a Data Services Team Lead to run our Data Services Team (DST) — a growing team of Data Services Officers (Data Labelers.This is not a quota, watching role.We already have production ta... Show more
Technical Support & Service Specialist.Remote | US Time Zone | Contract-Based.This role requires troubleshooting physical/electrical equipment and is not a traditional customer service or software ... Show more
Remote | Europe or Asia | Working primarily within EU time zones | International SaaS organization).At SimplerQMS, we help life-science companies simplify one of the most complex parts of their bus... Show more
This is not a typical call center position.You’ll handle inquiries, support orders, and follow up on warm leads all while helping convert interest into confirmed sales.You’ll work closely with the ... Show more
Technical Support Team Lead — Dealer Lux.We’re looking for someone sharp, organized, and technically confident to help lead support operations for our dealership websites.This is not a basic custom... Show more
With Intelligence is a leading data and intelligence provider specializing in the asset management sector.We deliver high-quality insights and analytics, empowering clients to make informed investm... Show more
Intelligent Support-as-a-Service leader, partnering with tech companies and industry leaders like MasterCard, Calm and MacPaw in 30+ countries since 2010 to deliver secure customer and technical su... Show more
The ideal candidate is customer-focused, with a pleasant disposition and a strong customer-service mindset.They take pride in delivering exceptional service and find joy in assisting customers to t... Show more
Job Title: Team Leader Location: Cebu, Philippines Job Type: Full-time, Onsite Work Address: 15F, 1 Nito Tower Building, Cebu City  Company Overview:  CSV Now, a well-established talent a... Show more
AM – 5:00 PM AEDT | 7:00 AM – 3:00 PM PHT.Ready to do work that actually excites you?.We’re looking for a highly experienced and proactive Lending Operations Team Lead to oversee offshore loan proc... Show more
The Service Desk Analyst serves as the first point of contact for all IT-related issues and service requests.This role is responsible for providing timely, customer-focused support, resolving commo... Show more
Lead Generation Specialist & appointment setter (Remote – Philippines).We are a fast-growing digital marketing agency looking for an experienced Lead Generation Specialist.Generate high-quality lea... Show more
Schneider Innovations is a fast-growing U.Amazon category leader in medical consumables, personal safety equipment, and healthcare products.We operate a multi-brand portfolio serving both consumer ... Show more
