Team Lead – Global Technical Support
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Job Description
Technical Support Team Lead managing regional SaaS and POS support for Delivery Hero’s TabSquare restaurant platform. Leading teams, escalations, process improvements, and client satisfaction across SEA and ANZ.
Responsibilities:
- 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
- Troubleshoot software-related 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 via phone, email, WhatsApp, and live chat
- Ensure queries are accurately logged, tracked, categorized, and audited in ticketing tools
- 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
Requirements:
- Minimum of 4–5 years of experience in software-related technical support, help desk, or SaaS/POS 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
Benefits:
- Remote work options
- Clear career paths to leadership
- Support for continuous learning and professional development
- Collaborative and supportive culture
- Opportunities to work on AI, fintech, and digital solutions
- Positive, humble work environment
- Feedback-driven growth culture
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