Team Leader Technical Support | Onsite | Ortigas | Day Shift | PHP50K

Strengthen Customer Experience Through Telecom Technical Support Leadership

The Team Leader Technical Support role is central to ensuring consistent service quality, operational efficiency, and strong team performance in a fast-paced telecommunications environment. You will lead frontline support teams handling complex technical concerns, directly influencing customer satisfaction and service reliability, while building a long-term career with Emapta in a top 1% professional environment for high-performing leaders.

Job Overview:

Work setup: Onsite, Megatower, Ortigas

• Competitive Salary Package
• HMO coverage with free dependent upon regularization
• Prime office location in Ortigas (Easy access to MRT stations, restaurants, and banks)
• Day shift schedule
• 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)
• 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

• Minimum 2+ years in a Team Leader or Supervisory role within an Australian Telecommunications campaign (non-negotiable)
• Must be available to start ASAP
• Willing to work onsite in SM Mega Tower, Ortigas (non-negotiable)
• Strong leadership skills with proven ability to manage, coach, and develop technical support teams
• Experience handling escalations and resolving complex technical concerns
• Strong analytical skills with the ability to interpret performance data and implement action plans
• Excellent problem-solving, decision-making, and conflict resolution skills
• Experience in reporting, workforce coordination, and performance management tools is an advantage
• Ability to thrive in a fast-paced, high-pressure environment with shifting priorities

Your Daily Tasks

• Lead, coach, and mentor a team of Technical Support Representatives for broadband, mobile, and VOIP services to achieve performance targets
• Conduct regular performance reviews, side-by-side coaching sessions, and feedback discussions
• Monitor daily team performance through reporting and analytics and address gaps proactively
• Manage team schedules, adherence, and staffing requirements to ensure operational coverage
• Support onboarding and training of new TSRs and reinforce product and process knowledge
• Handle escalations and complex customer issues, ensuring timely and accurate resolution
• Foster a positive, collaborative, and customer-focused team culture

• Coordinate with internal departments (Workforce, QA, Operations, Training, Client) to address operational needs
• Identify trends, recurring issues, and opportunities for process improvement and recommend solutions
• Ensure team compliance with telecom regulatory and compliance requirements in Australia
• Assist in creating or updating process documentation, SOPs, and knowledge base articles
• Generate daily, weekly, and monthly reports on team performance and operational metrics

About the Client

Joining this team means leading a technical support group that plays a critical role in maintaining service quality and customer satisfaction.

Join the Top 1% Talent. A better career. A better life.

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!