Drive Technical Excellence Across Telecommunications Support Operations
Industry-leading telecommunications services rely on technical leaders who inspire performance and solve complex operational challenges. This Technical Support Team Lead opportunity places you at the center of service quality, technical coaching, and operational improvement. You'll lead experienced support professionals, optimize service delivery, and help maintain reliable connectivity for customers. If you have hands-on telecommunications leadership experience, particularly in Australian telco, you'll thrive in a career built around growth, innovation, and lasting impact.
Snapshot
Employment Type: Full-time
Work Setup: Onsite, Makati & Ortigas
Shift: Day Shift, Consecutive Off
Salary: PHP 45,000 to PHP 50,000
Benefits
- Day 1 HMO coverage with free dependent
- Competitive Salary Package
- Day Shift schedule
- Prime office location in Makati and Ortigas (Easy access to MRT stations, restaurants, and banks)
- Salary Advance Program through our banking partner (Eligibility and approval subject to bank assessment. Available to account holders with minimum of 6 months company tenure.)
- Unlimited upskilling through Emapta Academy courses (Want to know more Visit: https://emapta.com/training-calendar/)
- Free 24/7 access to our office gyms (Ortigas and Makati) with a free physical fitness trainer!
- Exclusive Emapta Lifestyle perks (hotel and restaurant discounts, and more!)
- Unlimited opportunities for employee referral incentives across the organization
- Standard government and Emapta benefits
- Total of 20 annual leaves to be used on your own discretion (including 5 credits convertible to cash)
- Fun engagement activities for employees
- Mentorship and exposure to global leaders and teams
- Career growth opportunities
- Diverse and supportive work environment
Qualifications
- At least 2 years of experience leading a technical support team within the telecommunications industry
- Hands-on telecommunications technical support experience is required
- Australian telecommunications experience is highly preferred
- Proven ability to coach, mentor, and develop high-performing technical support teams
- Strong understanding of telecommunications products, troubleshooting, and technical support operations
- Experience using customer support channels, including phone, email, and ticketing platforms
- Strong analytical skills with the ability to interpret performance metrics and implement process improvements
- Excellent problem-solving, negotiation, and conflict resolution skills
- Strong verbal and written communication skills with the ability to collaborate with clients, customers, and cross-functional teams
- High proficiency in Microsoft Excel and reporting or database tools
- Ability to work independently, manage competing priorities, and perform effectively under pressure
Responsibilities
Leadership & Performance
- Coach and mentor Technical Support Representatives across all performance areas
- Ensure individual and team KPIs consistently meet performance targets
- Reinforce KPIs and drive continuous improvement in grade of service and response times
- Develop and implement performance improvement plans for underperforming team members
- Promote a positive team culture and model company values and behaviors
Operations & Quality
- Manage agents across phone, email, and intercom platforms to ensure maximum coverage
- Handle escalations from internal and external customers
- Conduct call quality assessments and provide structured feedback to team members
- Prepare and present statistical and performance reports
- Review major incidents, identify root causes, and implement corrective actions
Process & Collaboration
- Develop, document, and maintain processes and procedures to enhance the customer experience
- Train staff on new policies, scripts, and system updates
- Review and update the Technical Support Team Procedures Manual regularly
- Coordinate with other departments to resolve customer issues and strengthen collaboration
- Evaluate and improve change management and control processes for greater efficiency
Management Responsibilities
- Manage rosters to ensure optimal coverage within budget requirements
- Oversee recruitment activities, performance management, and issue resolution
- Build and maintain effective working relationships across teams
- Demonstrate commitment to equal opportunity principles
- Participate in staff training, development, and continuous learning initiatives
- Adapt to evolving technologies and changing business requirements
Other Responsibilities
- Ensure all equipment functions correctly and report faults promptly
- Maintain confidentiality and protect sensitive information
- Ensure compliance with operating procedures, legislation, and codes of practice
- Complete assigned duties and additional tasks as directed by management
About the Client
Our client is a high-impact, fast-growing telecommunications leaderin Australia, setting new standards in broadband, mobile, and business connectivity. Backed by a powerful strategic alliance with a top-tier financial institution, the company blends innovation, scale, and customer obsession to deliver seamless digital experiences nationwide. Fueled by elite industry talent and unwavering service excellence, our client has built a reputation for reliability, agility, and value-positioning itself as a trusted partner for modern connectivity in an increasingly digital world.
Join the Top 1% Talent. A better career. A better life.
Welcome to Emapta Philippines: home to professionals who choose growth, balance, and impact. Recognized as one of HR Asia's Best Companies to Work For in Asia 2025 and winner of Inspiring Workplaces Australasia 2026, Emapta offers more than opportunities -- it provides a career environment where people thrive. Collaborate with global teams, build meaningful expertise, and grow in a culture that prioritizes both performance and well-being.
Apply now and experience the difference!
