Support Team Lead  

The Company:

Tanda is on a mission to become the world's #1 workforce platform. We believe in using engineering & research to advance the happiness, welfare and efficiency of those who work. We do that by building and selling a technology platform that helps businesses drive growth through labor compliance, work automation, employee engagement and productivity.

The Role:

Tanda is seeking a passionate and ambitious individual who has a proven track record in leading a support team handling clients globally. This Global Support Team Lead will be based at our Manila office and will be responsible for developing the current support team and making sure their team members are successful in reaching their key performance indicators and metrics, while using quality management processes to develop each individual. The Team Lead also works hand in hand with the team and the management in making sure that our clients maximise the value that they get out of the Tanda software and help reach revenue goals.

Roles and Responsibilities:

• Build strong relationships, consult, and drive change within our clients' businesses
• Oversee new projects and process improvement across global support team and continue to scale the 24/7 support with median resolution time
• Gather data related to client and support interactions, prepare reports, and identify opportunities to enhance internal processes based on an SLA, CSAT rating to Improve overall team efficiency and performance
• Review KPIs, supporting metrics, and daily reports to effectively coach and manage the team
• Take ownership of client issues, see problems through resolution, and take on client issue escalation
• Manage the team budget to keep within the allocated amount in order to achieve goals and become more successful

• At least 5 years experience leading a support team for a SaaS company (preferably one that is Australia, UK, or US based)
• Excellent problem-solving, conflict resolution, and communication skills (experience in a technical support role is also a plus)
• Good understanding of computer systems, customer relationship management (CRM) software and familiarity with help desk and ticketing software
• Has ability to take ownership of his own work to achieve outcomes