Customer Support Team Lead

4 days ago

Singapore Tardis Group Full time

Overview
We’re hiring a
Team Lead, Customer Support (APAC) . This role combines technical expertise, people leadership, and operations management to ensure top-quality customer support across the region. If you have a strong IT background (Linux preferred), proven leadership experience, and thrive in fast-paced environments, we’d love to hear from you.
Key Responsibilities
Leadership & Team Management
Act as the main contact for cross-functional teams (Sales, Consulting, Premium Support).
Coach and provide feedback to help team members grow.
Serve as escalation point for high-severity issues with the Escalation Manager.
Lead team meetings, encourage collaboration, and support team morale.
Back up other Team Leads or the Support Manager when needed.
Operational & Administrative Oversight
Ensure support coverage to meet SLAs and response goals.
Manage scheduling, on-call duty, vacation planning, and phone queues.
Oversee support queues, prioritize work, and validate entitlements.
Focus resources on complex, high-value client cases.
Drive process improvements, including CRM (Salesforce) optimization.
Coordinate training sessions and ensure proper tools/hardware access.
Work with technical leaders to keep operations smooth.
Skills & Qualifications
3–5 years in Customer Support + 3–5 years in a leadership role.
Strong IT background, ideally with Linux / open-source experience.
Solid business acumen and knowledge of support processes and SLAs.
Excellent leadership, communication, and people management skills.
Availability to start at 7:00 AM SGT.
Details
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Information Technology and Consulting
Industries: IT System Training and Support and Software Development
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