Team Lead – Global Technical Support

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

📋 Description

• Guide, inspire, and support Technical Support Executives

• Facilitate team meetings, training workshops, and performance evaluations

• Supervise SLA compliance, ticket resolution durations, and customer satisfaction metrics

• Execute corrective measures to enhance team performance

• Diagnose and resolve intricate issues related to content management systems, network setups, printers, and SaaS platforms

• Serve as the primary escalation point for challenging technical and product-related concerns

• Manage support inquiries received through phone, email, WhatsApp, and live chat

• Ensure inquiries are accurately recorded, monitored, categorized, audited, and resolved within SLAs

• 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 propose process enhancements

• Conduct quality assessments, response audits, and management reporting

• Create knowledge base articles, troubleshooting manuals, and training resources

• Foster stakeholder relationships and address client issues and feedback

• Work together with Account Managers to resolve technical, billing, payment, and account-related inquiries

• Perform additional tasks as assigned to support business needs

⛳️ Requirements

• A minimum of 4–5 years of experience in technical support, help desk, or SaaS support roles

• At least 2 years in a leadership or supervisory capacity

• Demonstrated experience managing and mentoring technical support teams in a dynamic environment

• Strong written and verbal communication skills in English

• Experience working with regional clients in SEA and ANZ markets

• Comprehensive knowledge of content management systems, network configurations, and SaaS platforms

• Exceptional analytical and problem-solving abilities

• Capability to troubleshoot complex technical challenges

• Strong interpersonal skills

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

• High level of integrity, adaptability, and a client-first approach

🏝️ Benefits

• Option for remote work

• Clear career progression paths towards leadership roles

• Ongoing learning and professional development opportunities

• Collaborative and supportive company culture

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

• Ownership of projects and exposure to real-world impact

• Positive and humble work environment