Team Lead – Global Technical Support

• Lead, mentor, and motivate Technical Support Executives
• Conduct team meetings, training sessions, and performance reviews
• Monitor SLA adherence, ticket resolution times, and customer satisfaction metrics
• Implement corrective actions to improve team performance
• Troubleshoot and resolve complex issues involving content management systems, network configurations, printers, and SaaS platforms
• Act as the primary escalation point for complex technical and product-related issues
• Oversee support queries received via phone, email, WhatsApp, and live chat
• Ensure queries are accurately logged, tracked, categorized, audited, and resolved within SLAs
• Liaise with product development, engineering, operations, Country Operations, and Level 3 Technical teams
• Identify incident root causes and communicate them to stakeholders
• Analyze support trends and recommend process improvements
• Complete quality analysis, response audits, and management reports
• Develop knowledge base articles, troubleshooting guides, and training materials
• Maintain stakeholder relationships and address client concerns and feedback
• Collaborate with Account Managers to resolve technical, billing, payment, and account-related queries
• Undertake other duties assigned in support of business needs

• Minimum of 4–5 years of experience in technical support, help desk, or SaaS support functions
• At least 2 years in a leadership or supervisory role
• Proven experience managing and mentoring technical support teams in a fast-paced environment
• Strong written and oral English communication skills
• Experience working with regional clients across SEA and ANZ markets
• Deep understanding of content management systems, network configurations, and SaaS platforms
• Excellent analytical and problem-solving skills
• Ability to troubleshoot complex technical issues
• Strong interpersonal skills
• Ability to work autonomously, prioritize tasks, and manage tight deadlines
• High degree of integrity, flexibility, and a client-first mindset

• Remote work option
• Clear career paths to leadership
• Continuous learning and professional development
• Collaborative, supportive culture
• Opportunities to build AI, fintech, and digital solutions
• Ownership and exposure to real-world impact
• Positive, humble work environment