Team Lead – Global Technical Support

This is a fully remote position, open to applicants in Malaysia.

📋 Description

• Lead, mentor, and inspire Technical Support Executives.

• Facilitate team meetings, training sessions, and performance evaluations.

• Monitor adherence to SLAs, ticket resolution times, and customer satisfaction metrics.

• Resolve software-related issues concerning content management systems, network configurations, printers, and SaaS platforms.

• Serve as the main point of escalation for complex technical and product-related challenges.

• Oversee support inquiries via phone, email, WhatsApp, and live chat.

• Ensure that queries are accurately logged, tracked, categorized, and audited within ticketing tools.

• Collaborate with product development, engineering, operations, Country Operations, and Level 3 Technical teams.

• Identify root causes of incidents and communicate findings to stakeholders.

• Analyze support trends and suggest process improvements.

• Conduct quality analysis, response audits, and prepare management reports.

• Create knowledge base articles, troubleshooting guides, and training materials.

• Maintain relationships with stakeholders and address client concerns and feedback.

• Work alongside Account Managers to resolve technical, billing, payment, and account-related issues.

• Perform additional responsibilities as required to support business needs.

⛳️ Requirements

• A minimum of 4–5 years of experience in software-related technical support, help desk, or SaaS/POS support roles.

• At least 2 years in a leadership or supervisory capacity.

• Demonstrated experience in managing and mentoring technical support teams in a fast-paced environment.

• Strong written and verbal communication skills in English.

• Experience working with regional clients in the SEA and ANZ markets.

• In-depth knowledge of content management systems, network configurations, and SaaS platforms.

• Exceptional analytical and problem-solving abilities.

• Proficient in troubleshooting complex technical issues.

• Strong interpersonal skills.

• Ability to work independently, prioritize tasks, and meet tight deadlines.

• A high level of integrity, adaptability, and a client-first approach.

🏝️ Benefits

• Options for remote work.

• Clear pathways for career advancement to leadership roles.

• Support for ongoing learning and professional growth.

• A collaborative and supportive workplace culture.

• Opportunities to work on AI, fintech, and digital solutions.

• A positive and humble work environment.

• A culture that emphasizes feedback-driven growth.