Technical Support Team Lead

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

Good To Have

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