Senior Team Captain, Tech Support
On-sitePasig City, Metro Manila, Philippines
Job Summary
Lead high-performing technical support and operations teams while serving as the primary escalation point for operational and technical concerns. Build trusted relationships with client stakeholders, ensure SLAs and performance expectations are consistently achieved, and present operational trends and improvement recommendations. Drive a culture of accountability and customer obsession across the team by coaching Team Captains, Technical Leads, and individual contributors on performance reviews and career development. Own operational performance against KPIs, analyze data to improve efficiency, and lead root cause analysis for recurring issues. Act as the highest level of technical escalation, establish technical standards, and identify opportunities to improve service delivery through automation and AI-enabled solutions.
Required Qualifications
- 5+ years of experience leading technical support, IT operations, managed services, or technical customer operations teams
- Demonstrated experience managing people leaders and/or high-performing technical teams
- Strong understanding of incident management, service delivery, and operational excellence frameworks
- Experience managing client relationships and stakeholder expectations
- Strong analytical and problem-solving skills
- Excellent communication, presentation, motivational, and interpersonal skills
- Proven ability to coach, mentor, and develop talent
- Excellent technical, diagnostic, and troubleshooting skills
- Willingness to build professional relationships with team members and clients
- Desire to teach new customers about the platform
- Ability to answer product and technical questions
- Comfort working independently, given time zone differences
Desired Qualifications
- Passionate about developing people and scaling teams
- Excited about learning and developing relationships with clients
- Analytical and a problem solver
- Fluent and articulate with strong writing skills and clear presentation abilities - persuasive but empathetic
- Able to multitask and prioritize
- Adaptable to change and attentive to detail
- Able to work well in a team environment
- Able to reduce frustration on heated topics by being solutions-oriented
- Able to handle conflict and pressure, to set priorities and abide by them, and to consistently maintain a positive client service image under difficult conditions
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