Technical Team Leader

Are you a seasoned leader with a talent for driving both technical excellence and team growth As our next Technical Team Leader , you won't just be managing a roster—you'll be the architect of exceptional customer experiences, mentoring a high-performing team through complex technical landscapes. If you have the strategic mindset to analyze performance metrics and the heart to inspire your team in a fast-paced SaaS environment, your next leadership journey starts here.

Quick Facts

• Work Setup: PH Onsite - Sanctum, Quezon City
• Type of Contract: Full-Time
• Schedule/Hours: within 7 AM – 7 PM Eastern Time window, Mon–Fri (Night Shift)

Job Summary

The Technical Team Leader is responsible for leading and managing a team of representatives to ensure the delivery of exceptional customer experiences. This role focuses on coaching, mentoring, and guiding team members while driving performance, productivity, and operational efficiency.

What does a day in the life of a Technical Team Leader look like

• Performance Leadership: Set clear expectations and goals for your team, ensuring alignment with organizational objectives.
• Mentorship & Coaching: Motivate team members to enhance their skills and professional development while fostering a collaborative environment.
• Data-Driven Optimization: Analyze team metrics and identify areas for improvement, implementing strategies to enhance productivity.
• Operational Excellence: Monitor performance to ensure adherence to established SLAs and KPIs.
• Technical Scope Management: Oversee a team handling multi-channel support (Intercom, WhatsApp, email, live chat) for complex issues like Bluetooth connectivity, device calibration, and app onboarding.
• Escalation Management: Serve as a primary point of contact for technical escalations, handling inquiries and complaints as needed.
• Client Collaboration: Regularly communicate with clients to ensure service quality and provide performance reports as required.

What are the qualifications of a Technical Team Leader

• Leadership Experience: Minimum of 1 year in a leadership or supervisory role, preferably in a call center environment.
• Technical Background: 3 years of experience in a technical support role equivalent to the team you will support.
• SaaS Expertise: Prior experience in a SaaS environment is a requirement.
• Communication Mastery: C1 level communications (verbal and written) with a focus on US customer coverage.
• Platform Proficiency: Advanced knowledge of CRM tools (Intercom preferred) and various computer applications.
• Problem-Solving: Strong decision-making skills to resolve complex operational and technical issues.

Ninja Perks and Benefits

• Onsite Perks: Work in a beautiful facility at The Sanctum with free meals provided daily.
• Health & Security: HMO starting on Day 1 and Life Insurance.
• Free Dependents: One (1) dependent upon regularization, with an additional second (2) dependent after one year of service.
• Retirement: Retirement Savings Program with Company Matching.
• Leave Credits: Paid time off + birthday leave.
• Adherence: Full adherence to all government-mandated benefits.

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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.