Lead Technical Support Representative

Job Summary

We are looking for an experienced Technical Support Team Lead to support and guide a team of Technical Support Representatives in a fast-paced customer support environment.

This role will focus on coaching, agent development, performance support, escalations, and maintaining a high standard of customer service. The ideal candidate should have strong technical troubleshooting skills, excellent communication abilities, and experience supporting or coaching customer-facing technical support teams.

Key Responsibilities

• Review previous customer interactions to identify areas for agent improvement.
• Monitor live customer contacts and provide real-time support to agents.
• Assist with escalated or high-priority customer cases.
• Provide individualized coaching, feedback, and actionable guidance to team members.
• Support the improvement of individual and team performance.
• Provide management with feedback regarding employee performance, challenges, strengths, and team morale.
• Track and report key performance metrics on a weekly and monthly basis.
• Participate in interviews for new Technical Support Representatives or Team Leads when needed.
• Handle other supervisory and reporting responsibilities as required.

Qualifications

• Previous experience in a tiered direct customer support or technical support role.
• Experience coaching, mentoring, or supporting other Technical Support Representatives.
• Strong technical troubleshooting and problem-solving skills.
• Excellent written and verbal communication skills.
• Strong multitasking, prioritization, time-management, and decision-making skills.
• Ability to work independently and manage competing priorities.
• Comfortable working in a 24/7 support environment and on different shifts as required.
• Strong sense of accountability for both individual and team performance.
• Willingness to coach peers, share best practices, and recommend areas for improvement.

Ideal Candidate

You are someone who can balance technical expertise with people leadership. You can step in during difficult customer cases, guide agents through challenging situations, provide clear coaching, and help maintain consistent team performance without losing focus on the customer experience.

Pay: Up to Php72,000.00 per month

Application Question(s):

• Are you okay to work On-Site in Pioneer, Mandaluyong?
• What is your English proficiency level? Please select your level based on the CEFR scale (e.g., B2 – Upper Intermediate, C1 – Advanced/Fluent, C2 – Proficient).

Experience:

• Leadership: 3 years (Required)

Work Location: In person