2 months ago

Technical Support Team Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Lead the Technical Support team across SEA and ANZ to ensure exceptional service delivery and client satisfaction. Manage shifts of Technical Support Executives, mentor staff, monitor SLAs and KPIs, and escalate complex issues. Collaborate with product, engineering, and operations to resolve root causes, drive process improvements, and maintain a high-quality knowledge base in a SaaS/Content Management context.

Location: Kuala Lumpur

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Lead, mentor, and motivate a team of Technical Support Executives to achieve performance targets and deliver high-quality support.
•Oversee end-to-end handling of support queries across multiple channels, ensuring adherence to defined SLAs and accurate ticketing.
•Liaise with product development, engineering, and operations teams to escalate and resolve critical issues and communicate root causes to stakeholders.
•Identify trends in support queries and recommend data-driven process improvements to enhance efficiency and client experience.
•Maintain strong relationships with internal stakeholders and clients to ensure high customer satisfaction and retention.

Key Requirements

•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.
•Experience managing and mentoring technical support teams in a fast-paced environment.
•Strong written and oral English communication skills for non-technical stakeholders.
•Experience working with regional clients across SEA and ANZ markets.
•Deep understanding of content management systems, network configurations, and SaaS platforms.

Experience:4-5 yearsSaaSIT servicesAPACSEAANZ

Skills:LeadershipCommunicationProblem-solvingCustomer focusTeam management

Languages:English

Tech Stack:FreshdeskTeamViewerDatadog

Company Brief

Delivery Hero

Global online food-ordering and local delivery platform operating multiple regional brands (e.g., Foodpanda, Glovo, Talabat) across 50–70+ countries, supplying food and quick-commerce deliveries via marketplace and logistics services.

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Berlin, Germany

Founded: 2011

Glassdoor: 3.4

Website LinkedIn Glassdoor

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Delivery Hero

2 months ago

Technical Support Team Lead

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 2 hours agoStatus: Live

Job Summary

Location: Kuala Lumpur

Workplace: Onsite

Employment Type: Full time

Job Function: Customer Support (Service Desk)

Seniority: Mid level

Key Responsibilities

•Lead, mentor, and motivate a team of Technical Support Executives to achieve performance targets and deliver high-quality support.
•Oversee end-to-end handling of support queries across multiple channels, ensuring adherence to defined SLAs and accurate ticketing.
•Liaise with product development, engineering, and operations teams to escalate and resolve critical issues and communicate root causes to stakeholders.
•Identify trends in support queries and recommend data-driven process improvements to enhance efficiency and client experience.
•Maintain strong relationships with internal stakeholders and clients to ensure high customer satisfaction and retention.

Key Requirements

•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.
•Experience managing and mentoring technical support teams in a fast-paced environment.
•Strong written and oral English communication skills for non-technical stakeholders.
•Experience working with regional clients across SEA and ANZ markets.
•Deep understanding of content management systems, network configurations, and SaaS platforms.

Experience:4-5 yearsSaaSIT servicesAPACSEAANZ

Skills:LeadershipCommunicationProblem-solvingCustomer focusTeam management

Languages:English

Tech Stack:FreshdeskTeamViewerDatadog

Company Brief

Delivery Hero

Industry: Online Marketplaces

Company Size: Enterprise (1,001+ employees)

Revenue: USD 1B+

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Berlin, Germany

Founded: 2011

Glassdoor: 3.4

Website LinkedIn Glassdoor