Talent.com
Technical Support Team Lead

Technical Support Team Lead

TabSquare.AIKuala Lumpur, Kuala Lumpur, Malaysia
3 days ago
Job description

Technical Support Team Lead

TabSquare.AI, Kuala Lumpur, Federal Territory of Kuala Lumpur, Malaysia

TabSquare provides AI‑powered technology solutions for the F&B industry, helping restaurants manage orders, process payments, and engage customers. Trusted by brands such as Pizza Hut, KFC, Sushi Tei, and The Coffee Club.

Responsibilities

  • Oversee the technical support function for clients across SEA and ANZ markets, leading and managing shifts of Technical Support Executives.
  • Drive process improvements, ensure adherence to SLAs, and act as escalation point for complex technical issues.
  • Ensure high‑quality support across phone, email, WhatsApp and live chat, with accurate ticket logging and resolution documentation.
  • Collaborate with product development, engineering, and operations teams to resolve critical incidents and communicate root causes to stakeholders.
  • Identify support query trends, recommend process improvements, and develop best‑practice knowledge base articles and training materials.
  • Maintain strong relationships with internal stakeholders and clients, addressing concerns to achieve high customer satisfaction and retention.
  • Undertake any other duties as assigned in support of business needs.

Qualifications

  • 4‑5 years of technical support, help desk, or SaaS support experience, with at least 2 years in a leadership or supervisory role.
  • Proven ability to manage and mentor technical support teams in a fast‑paced environment.
  • Strong written and oral English communication skills; able to explain 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 and the ability to troubleshoot complex technical issues.
  • Strong interpersonal skills, autonomy, prioritization, and the ability to meet 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.

    • #J-18808-Ljbffr

    Create a job alert for this search

    Technical Support • Kuala Lumpur, Kuala Lumpur, Malaysia