Technical Support Team Leader – POS / SaaS

Discover your 100% YOU with MicroSourcing!

Position: Technical Support Team Leader – POS / SaaS

Location: TBD

Work Setup & Shift: TBD

Why join MicroSourcing? You'll have:

Competitive Rewards: Enjoy above-market compensation, healthcare coverage on day one, plus one or more dependents, paid time-off with cash conversion, group life insurance, and performance bonuses.

A Collaborative Spirit: Contribute to a positive and engaging work environment by participating in company-sponsored events and activities.

Work-Life Harmony: Enjoy the balance between work and life that suits you with flexible work arrangements.

Career Growth: Take advantage of opportunities for continuous learning and career advancement.

Inclusive Teamwork: Be part of a team that celebrates diversity and fosters an inclusive culture.

Your Role

You will lead the daily operations of a US-facing restaurant technology support team, ensuring service targets are consistently met while maintaining a high standard of customer experience. You will oversee real-time floor performance, coach and develop team members, manage escalations, and work closely with the client to address operational priorities and improve service delivery.

Key Responsibilities

• Lead Daily Operations: Manage real-time floor activities, queue distribution, and schedule adherence across a 24/7 roster.
• Drive KPI Performance: Monitor service level, Average Handle Time (AHT), quality, Customer Satisfaction (CSAT), and attendance against established targets.
• Coach and Develop Agents: Conduct daily huddles, side-by-side coaching, one-on-one sessions, and calibration activities.
• Manage Escalations: Personally handle escalated or high-severity merchant concerns and ensure timely resolution.
• Oversee Shift Reporting: Prepare accurate shift reports, ensure proper handovers, and maintain incident documentation.
• Manage Team Performance: Establish development plans, conduct regular performance discussions, and address performance concerns.
• Collaborate with the Client: Coordinate with the client's team on operational priorities, recurring issues, performance trends, and escalations.

What You Need

Non-negotiables

• At least 2 years of experience leading a US-facing technical support or SaaS support team.
• Proven experience in real-time floor management, queue monitoring, and handling escalated customer concerns.
• Excellent spoken and written English communication skills (Versant 65+ or CEFR C1), with the ability to personally manage escalated merchant calls.
• Strong understanding of customer support KPIs, workforce scheduling, schedule adherence, and performance coaching.
• Willingness to work any shift in a 24/7 operation, including weekends and holidays.
• College-level education or equivalent work experience.
• Preferred Skills and Expertise
• Experience supporting restaurant, retail, hospitality, POS, or payment-system platforms.
• Familiarity with Zendesk, Salesforce, Freshdesk, workforce management systems, and remote support tools.
• Spanish language proficiency is an advantage.

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About MicroSourcing

With over 9,000 professionals across 13 delivery centers, MicroSourcing is the pioneer and largest offshore provider of managed services in the Philippines.

Our commitment to 100% YOU

MicroSourcing firmly believes that our company's strength lies in our people's diversity and talent. We are proud to foster an inclusive culture that embraces individuals of all races, genders, ethnicities, abilities, and backgrounds. We provide space for everyone, embracing different perspectives, and making room for opportunities for each individual to thrive.

At MicroSourcing, equality is not merely a slogan – it's our commitment. Our way of life. Here, we don't just accept your unique authentic self - we celebrate it, valuing every individual's contribution to our collective success and growth. Join us in celebrating YOU and your 100%!

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