About the company
As a Technical Support Team Lead at TabSquare, you will oversee the technical support function for clients across the SEA and ANZ markets.
Responsibilities
- Lead, mentor, and motivate a team of Technical Support Executives.
- Conduct regular team meetings, training sessions, and performance reviews.
- Monitor team performance metrics (SLA adherence, ticket resolution times, customer satisfaction).
- Troubleshoot and resolve complex technical issues related to content management systems, network configurations, printers, and SaaS platforms.
- Act as the primary escalation point for complex technical and product-related issues.
- Oversee end-to-end handling of support queries via phone, email, WhatsApp, and live chat.
- Ensure all queries are logged, tracked, and categorized accurately in ticketing tools.
- Liaise with product development, engineering, and operations teams.
- Identify trends in support queries and recommend process improvements.
- Develop and implement best practices for technical support.
- Maintain strong relationships with key internal stakeholders.
- Collaborate with Account Managers to resolve technical, billing, payment, and account-related queries.
Requirements
- Minimum of 4-5 years of experience in technical support, help desk, or SaaS support functions, with at least 2 years in a leadership or supervisory role.
- Proven experience in managing and mentoring technical support teams.
- 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.
- Strong interpersonal skills.
- Ability to work autonomously, prioritize tasks, and manage tight deadlines.
- High degree of integrity, flexibility, and a client-first mindset.