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About the Role
Job Description
As a Technical Support Team Lead at TabSquare, you will oversee the technical support function for clients across the SEA and ANZ markets, ensuring exceptional service delivery and client satisfaction. You will lead and manage shifts of Technical Support Executives, drive process improvements, and act as a point of escalation for complex technical issues. Core responsibilities include:
1. Shift Management:
- Lead, mentor, and motivate a team of Technical Support Executives to achieve performance targets and deliver high-quality support.
- Conduct regular team meetings, training sessions, and performance reviews to ensure continuous skill development and alignment with company goals.
- Monitor team performance metrics (e.g., SLA adherence, ticket resolution times, customer satisfaction) and implement corrective actions as needed.
2. Technical Support Oversight:
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