Team Lead

WE'RE HIRING: TEAM LEADER

Philippines | On-site | The Functionary

Are you an experienced Technical Support professional and natural leader who enjoys coaching teams, solving challenging customer issues, and driving performance

The Functionary is looking for a Team Leader to join our Customer Success Services team and help lead Technical Support Representatives in a 24x7 support environment.

WHAT YOU'LL DO

Team Leadership & Coaching

• Coach, develop, and support a team of Technical Support Representatives.
• Review customer interactions to identify opportunities for improvement.
• Provide specific, documented, and actionable coaching.
• Help team members strengthen their skills and performance.

Escalation & Technical Support

• Monitor live customer interactions and provide real-time assistance.
• Support escalated and high-priority customer cases.
• Help representatives resolve challenging technical support issues.
• Apply sound judgment when handling complex or competing priorities.

Performance & Reporting

• Monitor individual and team performance metrics.
• Provide weekly and monthly performance reporting.
• Communicate employee strengths, challenges, development needs, and team morale to leadership.
• Identify trends and recommend improvements.

Recruitment & Collaboration

• Participate in interviews for new Technical Support Representatives and Team Leaders.
• Support leadership with candidate and employee evaluations.
• Share best practices and recommendations with management.
• Promote accountability, collaboration, and a positive team environment.

WHAT WE'RE LOOKING FOR

Previous experience in Technical Support / Customer Support

Experience as a Team Leader, Tech Lead, Senior Technical Support Representative, Supervisor, or similar role

Strong coaching and mentoring abilities

Experience handling escalated or high-priority cases

Knowledge of performance metrics and operational reporting

Strong problem-solving and decision-making skills

Excellent written and verbal English communication skills

Advanced English — C1 level

Ability to work independently in a 24x7 support environment

Full schedule availability is required

Willingness to work assigned shifts, including overnight schedules when required

POSITION DETAILS

Position: Team Leader

Company: The Functionary

Location: Philippines

Work Arrangement: On-site

Contract Type: Long Term Contract

Salary: TO BE DISCLOSED UPON CONTACT

English: Advanced — C1

Openings: 2

Schedule: Full-time availability required — exact schedule will be provided later in the process.

Potential shift coverage includes:

• 2:00 PM – 11:00 PM
• 3:00 PM – 12:00 AM
• 7:00 AM – 4:00 PM

Schedules are subject to change based on business needs.

INTERESTED LET'S TALK!

Please submit your up-to-date resume in English:

WhatsApp: +1 (945) 888-0926

If you're ready to take your technical support leadership experience to the next level, we'd love to hear from you!

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