Team Lead - Global Technical Support

As a Technical Support Team Lead at TabSquare, you will oversee the technical support function for clients across the SEA and ANZ markets, ensuring exceptional service delivery and client satisfaction. You will lead and manage shifts of Technical Support Executives, drive process improvements, and act as a point of escalation for complex technical issues.

Responsibilities

Lead, mentor, and motivate a team of Technical Support Executives to achieve performance targets and deliver high-quality support; Conduct regular team meetings, training sessions, and performance reviews; Monitor team performance metrics (e.g., SLA adherence, ticket resolution times, customer satisfaction) and implement corrective actions as needed; Troubleshoot software related and resolve complex technical issues related to content management systems, network configurations, printers, and SaaS platforms; Act as the primary escalation point for complex technical and product-related issues; Oversee end-to-end handling of support queries reported via phone, email, WhatsApp, and live chat, ensuring adherence to defined SLAs; Ensure all queries are logged, tracked, and categorized accurately in ticketing tools; Stay updated on product updates, new features, and industry trends; Liaise with product development, engineering, and operations teams to escalate and resolve critical issues; Ensure the root cause of incidents are identified and communicated to key stakeholders; Identify trends in support queries and recommend process improvements through data analysis; Work closely with Country Operations and Level 3 Technical teams to escalate and resolve potential bugs or infrastructure issues; Ensure Quality Analysis, Response Audit checks and other management reports are completed in a timely manner; Develop and implement best practices for technical support, including knowledge base articles, troubleshooting guides, and training materials; Maintain strong relationships with key internal stakeholders; Address client concerns and feedback, ensuring a high level of customer satisfaction and retention; Collaborate with Account Managers and other internal stakeholders to resolve technical, billing, payment, and account-related queries; Undertake any other duties as assigned, in line with the employee's position, skills, and capabilities

Requirements

Minimum of 4-5 years of experience in software related technical support, help desk, or SaaS, POS, support functions, with at least 2 years in a leadership or supervisory role; Proven experience in managing and mentoring technical support teams in a fast-paced environment; Strong written and oral English communication skills, with the ability to convey technical concepts to non-technical stakeholders; Experience working with regional clients across SEA and ANZ markets; Deep understanding of content management systems, network configurations, and SaaS platforms; Excellent analytical and problem-solving skills, with the ability to troubleshoot complex technical issues; Strong interpersonal skills, with the ability to build relationships with clients and internal teams; Ability to work autonomously, prioritize tasks, and manage tight deadlines; High degree of integrity, flexibility, and a client-first mindset

Benefits

Redefine the Future of Dining - Build AI, fintech, and digital solutions that transform how restaurants operate; Create Lasting Impact, Fast - See the real-world results of your work quickly and tangibly; Grow as a Leader - Clear career paths to leadership; Work in a Culture of Curiosity & Excellence - Value bold ideas, experimentation, and continuous learning; Thrive in a Positive, Humble Environment - Collaborative, supportive culture