Technical Support Team Lead

Company Description

Tabsquare is part of the Delivery Hero Group, the world's pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index.

Tabsquare provides AI-powered technology solutions for the F&B industry. Through Tabsquare's solutions, restaurants can efficiently manage orders, process payments, and effectively engage with their customers. TabSquare assists partner restaurants in driving higher sales, streamlining operations, and delivering an enhanced customer experience. Tabsquare is a market leader with operations in Singapore, Malaysia, Indonesia, Australia, the Philippines, Taiwan, Thailand, Hong Kong, Sweden, and the UAE. Trusted by thousands of restaurants, TabSquare's clients include well-known F&B brands such as Pizza Hut, KFC, Minor Food Group, Sushi Tei, Paradise Food Group, Japan Foods Holding, Zingrill Holdings, The Coffee Club, Old Town White Coffee, Secret Recipe, and many more. TabSquare is a wholly owned subsidiary of Delivery Hero, a global leader in the food delivery industry.

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Job Description

Responsibilities:

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:

• Troubleshoot and resolve complex technical issues related to content management systems, network configurations, printers, and SaaS platforms.
• Act as the primary escalation point for complex technical and product-related issues, ensuring timely and effective resolution.
• Oversee the end-to-end handling of support queries reported via phone, email, WhatsApp, and live chat, ensuring adherence to defined SLAs.
• Ensure all queries are logged, tracked, and categorized accurately in ticketing tools, with clear problem statements and resolution steps through robust audits.
• Stay updated on product updates, new features, and industry trends to provide informed support and guidance to the team.

3. Cross-Functional Collaboration:

• Liaise with product development, engineering, and operations teams to escalate and resolve critical issues.
• Ensure the root cause of incidents are identified and communicated to key stakeholders.

4. Process Improvement and Strategy:

• Identify trends in support queries and recommend process improvements to enhance efficiency and client experience through data analysis.
• Work closely with Country Operations and Level 3 Technical teams to escalate and resolve potential bugs or infrastructure issues.
• Ensure Quality Analysis, Response Audit checks and other management reports are completed in a timely manner.
• Develop and implement best practices for technical support, including knowledge base articles, troubleshooting guides, and training materials.

5. Stakeholder Management:

• Maintain strong relationships with key internal stakeholders, ensuring clear and proactive communication throughout the support process.
• Address client concerns and feedback, ensuring a high level of customer satisfaction and retention.
• Collaborate with Account Managers and other internal stakeholders to resolve technical, billing, payment, and account-related queries.

6. Ad Hoc Responsibilities:

• Undertake any other duties as assigned, in line with the employee's position, skills, and capabilities, to support business needs.

Qualifications

Requirements:

• Minimum of 4-5 years of experience in technical support, help desk, or SaaS support functions, with at least 2 years in a leadership or supervisory role.
• Proven experience in managing and mentoring technical support teams in a fast-paced environment.
• Strong written and oral English communication skills, with the ability to convey technical concepts to non-technical stakeholders.
• Experience working with regional clients across SEA and ANZ markets.
• Deep understanding of content management systems, network configurations, and SaaS platforms.
• Excellent analytical and problem-solving skills, with the ability to troubleshoot complex technical issues.
• Strong interpersonal skills, with the ability to build relationships with clients and internal teams.
• Ability to work autonomously, prioritize tasks, and manage tight deadlines.
• High degree of integrity, flexibility, and a client-first mindset.

Good to Have:

• Proficiency in Mandarin to support regional clients.
• Experience with tools such as Freshdesk, TeamViewer, and Datadog.
• Previous experience in POS or F&B IT operations support.