Support Operations Team Leader

SUPPORT OPERATIONS TEAM LEADER

Work for our global clients and immerse in our rich and diverse company culture where you can thrive, grow and just be aweSOme! Apply now and discover the Satellite Office Candidate Experience – recognized as one of BEST among BPO companies worldwide.

WHAT IS A SUPPORT OPERATIONS TEAM LEADER

Our awesome client, a fast-growing Australian-based company in the positioning, automation and geospatial technology space, is looking for a Support Operations Team Leader to be part of their Philippines-based support, subscriptions and accounts receivable team.

Lead and develop a growing local team while serving as the trusted on-the-ground partner to Australia-based leadership, ensuring strong team performance, communication and alignment with the wider company culture.

WHAT WILL BE YOUR MAIN RESPONSIBILITIES

• Lead, coach and develop a small team covering technical support, subscriptions administration and accounts receivable

• Conduct regular 1:1s, performance reviews and development plans, while driving accountability against clear service-level targets

• Act as the culture carrier for the team, keeping employees aligned with the wider company's values and objectives

• Serve as the trusted link between the Philippines-based team and Australia-based department heads, providing visibility into team performance, challenges and morale

• Oversee case management, billing and subscription workflows across core support and finance systems

• Drive continuous improvement across support, subscriptions and accounts receivable processes

• Own and report on team KPIs, including first-response times, resolution rates, productivity and documentation quality

• Identify coaching and development opportunities and help team members grow their skills and performance

WHAT ARE WE LOOKING FOR

• Proven experience leading a customer operations, technical support or similar team, ideally within a BPO or shared-services environment

• A genuine, people-first leadership style with the ability to recognize coaching needs and have constructive performance conversations

• Strong communication, interpersonal and relationship-building skills

• Experience working confidently with stakeholders and leadership teams based overseas

• Comfortable working with case-management, billing, subscription or finance systems

• Strong organizational skills and the ability to manage multiple workflows and priorities

• A continuous-improvement mindset with a focus on service quality, productivity and accountability

• Hands-on experience with Microsoft D365 and/or subscription platforms such as Zuora is a plus

• Background or interest in geospatial, machine control or similar technical industries is a plus