Acquire BPO Technical Customer Support Team Leader

Technical Customer Support Team Leader

Acquire BPO

Negociável

No - Cidade do QuezonGraduação/Aluno FrescoDiplomaTempo Inteiro

Descrição do Trabalho

Descrição:

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world!

Acquire BPO is an award-winning business process outsourcing provider to some of the world’s largest brands. We operate contact centers and back-office services from offshore, nearshore, and onshore locations, with delivery centers in Australia, Dominican Republic, the Philippines, and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources.

Our employee value proposition—“Come for a career, stay for the fun”—reflects our commitment to a vibrant, inclusive, and engaging work environment.

Why Join the A-Team?

HMO coverage for you
Yearly Kick-Off Parties with major giveaways
Be recognized through our ‘Value Awards’
Internal promotions and career growth opportunities
Access to 2,700+ leadership courses
Work with the best, and do meaningful work

A Glimpse into Your New Role

As a Technical Customer Support Team Leader, you will play a critical role in building and leading a high-performing support team that delivers timely, consistent, and best-in-class support across multiple channels including phone, email, and chat. You will develop and implement support strategies, lead escalations, drive KPI performance, and collaborate cross-functionally to enhance the customer experience. This is a hands-on leadership role that blends technical problem-solving, people management, and continuous improvement.

Your Day Could See You

Developing and implementing a best-in-class customer support strategy
Leading, mentoring, and coaching support team members in delivering exceptional service
Managing escalations and intervening with customers when necessary
Driving individual and team KPIs and service performance through data analysis and decision-making
Collaborating with cross-functional teams to address complex technical and non-technical issues
Coordinating team schedules, approving timecards, and managing leave requests (as applicable by region)
Monitoring calls, emails, and chats to ensure quality and adherence to procedures
Conducting performance reviews and managing underperformance effectively
Leading hiring, onboarding, and training of new team members
Identifying process improvement opportunities and implementing changes
Ensuring the team leverages the knowledge base for consistent customer resolutions

What You’ll Bring

Proven expertise in leading technical support teams in a fast-paced, customer-facing environment
Strong troubleshooting and critical thinking skills with a deep understanding of Windows OS, SQL, networking, TCP/IP, .NET, and PCI compliance requirements
Expert-level skills in managing time, prioritizing tasks, and delegating effectively
Experience in creating and implementing support policies, workflows, and best practices
Advanced skills in performance management, coaching, and employee development
High attention to detail and a structured, analytical approach to solving problems
Proficiency in using support systems, analytics tools, and documentation platforms
Excellent communication skills and a proactive, collaborative approach to leadership

What Success Looks Like

Achievement of individual and team KPIs for response time, resolution rate, CSAT, and escalation handling
A highly engaged and well-trained support team capable of managing customer issues independently
Continuous improvement in support delivery quality and customer experience

Our Core Values

Collaboration – Brilliant jerks can be brilliant elsewhere
Impact – Do, get it done, create impact
Passion – Be positive, bring passion and energy
Transparency – A transparent team can help each other

Your Role in Information Security

As an Acquire BPO employee, you are responsible for complying with and enforcing policies and procedures designed to protect information security. You must safeguard credit card, personal, and/or sensitive personal information that you may handle or process as part of your role.

What Are You Waiting For?

Join the A-Team and experience the A-Life!

Join the A-Team and experience the A-Life!

Requisito

Please refer to job description.

Team LeadershipResolução de conflitosHabilidades de ComunicaçãoCustomer FocusResolução de ProblemasGerenciamento de desempenhoTreinamento e desenvolvimentoGerenciamento de TempoMulti-tasking