ERP Technical Support Team Leader (L2)
Satellite Office
About the organization
The organization is one of Australia and New Zealand's leading business software companies, providing ERP, payroll, and workforce management solutions to mid-market businesses. Their product is a highly configurable cloud ERP platform covering financials, inventory, workforce management, and payroll, used by hundreds of businesses across AU and NZ.
What the Role Is
You are the operational and people leader for a team of L2 Support Engineers. You own the team's performance, coaching and development, SLA adherence, and the relationship between your team and organization's customers and partners. You are also the communication link between your team and a wide range of organization's internal stakeholders' product, marketing, professional services, and implementation.
You will work alongside at least one retained Australian-based Team Leader and be expected to cover their responsibilities when they are on leave. This is a genuine leadership role with growing operational authority not a senior agent with a different title.
What You Will Be Doing
• Lead, coach, and develop a team of L2 Support Engineers quality feedback, performance conversations, capability building, and team engagement.
• Own team performance metrics: CSAT, SLA adherence, case quality scores, time to resolution, and team engagement survey results.
• Conduct onboarding calls with new customers and partners setting expectations on SLAs, the support portal, and how to engage effectively with the team.
• Serve as the escalation point when customers or partners are not getting the outcome they need coordinate the right engineer and get things moving.
• Run structured, regular engagement with organization's channel partner network this is a consistent and important part of the role, not occasional contact.
• Communicate product and compliance changes from organization's internal teams to your engineers you are the change communication link for your team.
• Work closely with the retained Australian Team Leader and L3 team as part of a broader support leadership structure.
• Manage team leave balances and operational housekeeping keep the team healthy and sustainable.
What We Are Looking For
• Experience leading a technical support or customer success team in a B2B software, SaaS, IT helpdesk, or enterprise application support environment.
• Strong coaching and performance management capability you have developed team members, managed underperformance, and built team culture before.
• Comfortable holding professional conversations with business customers and partners at a high level you do not need to be deeply technical, but you must be credible and confident.
• Strong cross-functional communication you will regularly engage with product, marketing, implementation, and partner teams across organization.
• Data-driven approach to team management CSAT, SLA, quality scores, and team engagement results are your operating language.
• Calm, solutions-focused, and professional under pressure your team will encounter difficult customer moments and they need a leader who stabilises, not escalates.
What Stands Out
• AU or NZ-facing customer or partner relationship management experience at a leadership level.
• Prior experience leading a team in a product support or enterprise software environment.
• Experience managing structured partner engagement cadences in a B2B context.
• Familiarity with ITSM or case management platforms such as HubSpot, Zendesk, ServiceNow, or Jira.
- ...software companies, providing ERP, payroll, and workforce... ...and NZ. Why This Team Exists The organization is evolving its support model. Routine queries... ...handled by AI. Complex technical issues the ones that require... ...are owned by this L2 team. You will work alongside...
- ...Be the local leader a growing offshore team trusts — and the trusted voice their Australian leadership... ...geospatial technology space is looking for a Support Operations Team Leader to lead its... ...and develop a small team covering technical support, subscriptions...
- ...Exchange, SaaS apps) Investigating recurring incidents & applying known solutions Escalating unresolved cases to L3 or vendor support Assisting in minor system/application deployments Common Skills Required: Strong knowledge of networking (TCP/IP, DNS, VPN...
- ...communities around the world. We are a global team, united by our desire to connect diverse people with... ...WHAT IS YOUR ROLE As the Team Captain, Technical Support , you are the operational and cultural leader of your frontline technical support team. You are...
- ...As a TEAM LEADER, you will be responsible for overseeing team operations and ensuring project goals are met. Lead and manage a team... ...Coordinate project activities and timelines Provide guidance and support to team members Monitor team performance and report on...
- ...Employment Type: Full-time Are you a high-performing Sales Team Leader who thrives in a target-driven environment? We are looking... ...sales environment. (Candidates from Customer Service or Technical Support backgrounds will not be considered). Previous experience...
- ...Sets priorities for the team to ensure task completion; coordinates work activities with... ...in mind; receives guidance and support from Finance Controller Supervises the... ...judgment to identify and resolve day-to-day technical and operational problems Uses tact and...
- ...guidance. Train, coach, monitor, recognize, support, and promote discipline in any given... ...that the Service Delivery processes and team are meeting Enshored and client-specific... ...-5 years of experience working as a Team Leader in a BPO ~ Experience handling a Content...
- ~ Supervise and support a team of RCM specialists in day-to-day operations. ~ Monitor performance metrics and ensure targets for accuracy, productivity, and quality are met. ~ Provide training, feedback, and coaching to enhance individual and team performance. ~...
- ...employees Provide work direction of all team members on enhancing organization... ...develop and implement policies and programs to support the company’s business strategies Enhance... ...minimum of 3 years' experience as a Team Leader in a BPO environment Possesses...
- ...Supervise daily customer service operations and team performance. Train, mentor, and evaluate customer service representatives.... ...hours to meet team goals. Qualities and Traits: Empathetic, proactive, and detail-oriented leader committed to team development....
- ...Qualifications: Bachelor’s Degree in any field. At least 2 years of Team Lead experience in BPO industry is required for this position.... ...and accountabilities. Rewarding Career We support and encourage our people to grow in more than one dimension, to...
- ...Description Lead and motivate the sales team to achieve sales targets. Develop and implement effective sales strategies and business... ...and evaluate customer needs. Provide training and support for team members to enhance their skills. Requirements Educational...
- ...network is hiring. We seek qualified POS Team Leader candidates to join our Go Beyond... ...field technicians, providing direction, support, and performance feedback. Ensure that... ...discuss new procedures or updates. Provide technical support and guidance to field...
- ~ Responsible for managing and overseeing a team of individuals, ensuring they perform their tasks effectively and efficiently ~ Coaching, performance monitoring, and ensuring adherence to company policies. ~ Managing and supervising a team of healthcare professionals...
- ...Naghahanap ang kumpanya ng limang (5) Production Team Leader na mamumuno at mangangasiwa sa pang-araw-araw na operasyon ng kani-kanilang grupo. Sila ay magiging responsable sa pagtitiyak na natatapos ang mga gawain nang maayos, nasa tamang kalidad, at naaabot ang mga itinakdang...
- ...Description Lead a team of collectors to ensure efficient collection of outstanding debts. Develop and implement collection strategies to improve team performance. Analyze credit reports and assess the creditworthiness of clients. Train and mentor team members...
- ...compliance with safety standards. Diagnose equipment issues and implement solutions. Collaborate with engineering and production teams. Ensure compliance with safety regulations. Maintain accurate maintenance records and reports. Participate in continuous...
- ...Job Scope: Handles a sales team Monitor individual and team performances Drives and meets required sales quota together with the team Provides feedback to the team to improve performances Manages retention and attrition Attends sessions to maintain or...
- ...Description Lead and supervise the collections team to ensure efficient recovery of debts. Develop and implement effective risk control strategies to minimize financial losses. Monitor and analyze collections reporting to identify trends and areas for improvement...
- ...The Team Leader provides daily supervision and guidance to a team of 15-20 employees, ensuring efficient workflow, high-quality output,... ...Management: Supervise and mentor the team, providing daily guidance, support, and training. This includes assigning tasks, monitoring...
- ...cleaning duties in instances of staff shortages. Qualifications: Minimum 1 years of experience as a Housekeeping Supervisor / Team Leader Strong leadership and people-handling skills. Excellent attention to detail and organizational skills. Willingness to...
- ...into complex systems? We are looking for a Technical Support Engineer to be the backbone of our... ...bridge between our users and our engineering team, owning escalated issues for our... ...Troubleshooting: You’ll be the go-to person for L2 technical issues, diagnosing problems...
- ...Job Summary: The Team Leader is responsible for supervising the daily operations of two assigned store outlets to ensure operational efficiency... ..., and cost management. The Team Leader serves as the primary support contact for store teams and coordinates with the Operations...
- ...We seek a Collections Team Lead to engage in consumer collections of overdue accounts. Primary responsibility will be monitoring, motivating... ...are understood and elevated to the collections manager. Hiring for collection team leader with experience in Fintech company...
- ...satisfaction, service delivery quality and technical excellence. · Over-all responsible for... ..., maintenance and provides technical support via onsite, phone, email and or remote on... ...with Senior Technical Support Engineer and Team Leader on any critical technical issues. ·...
95000 Php
...specializing in providing customized outsourcing solutions for high growth and disruptive companies. Position: Arabic Trilingual Team Leader Industry: BPO Company Location: Ortigas, Pasig City Salary: Php 95,000 Monthly Work Schedule: Shifting Schedule...- ...diagnose electronic equipment and system problems. Provide technical assistance to customers, technicians, and other departments.... ...Coordinate with engineering, production, quality, and maintenance teams. Assist in product testing, system improvement, and technical...
- ...departments assigned Coordinate with the Junior and Senior Auditors in carrying out audit functions Ability to thrive in a dynamic team environment Qualifications: Graduate of Accountancy, Financial Management, or any Business Administration program At least 2-...
- ...Supervise and guide a team of non-voice customer service representatives. Monitor and evaluate team performance to ensure quality service. Handle escalated customer inquiries and resolve issues promptly. Train and develop team members for improved performance...
Do you want to receive more vacancies?
Subscribe and receive similar vacancies to ERP Technical Support Team Leader (L2). Be the first to apply!
