Support Team Leader

Support Team Leader page is loaded## Support Team Leaderremote type : Hybridlocations : Kuala Lumpur - GOCtime type : Full timeposted on : Posted 5 Days Agojob requisition id : JR We’re looking for people to join the Access family, who share our passion for believing in better, and who will help us continue to grow.Love Work. Love Life. Be You. - is central to our success and how we give our customers the freedom to do more of what's important to them.We offer a blended approach to office working, encouraging you to collaborate and connect in one of our thriving offices. We deliver on what we say, taking the development of our people seriously. We’ll work with you to progress your success plan and provide opportunities to accelerate your career.On top of a competitive salary, our wellbeing days taking you to 25 days leave a year and a health contribution, you’ll also be able to choose from a range of benefits to suit you. We’re an organisation that likes to give back, so you’ll also have three charity days allocated to support a cause that matters to you.We’re looking for a Support Team Leader who’s ready to lead from the front, thrive in fast-moving environments, and make an impact that’s felt by customers, teammates, and the business alike.This role is perfect for someone who embraces complexity, loves solving big problems, and knows how to bring out the best in people—even when the pressure’s on.-Lead a remote team of smart, driven support consultants—coaching, developing, and enabling them to do their best work every day.-Solve real problems fast—keeping customers at the heart of everything, and ensuring issues get handled with care and urgency.-Bring clarity to chaos—balancing shifting priorities while maintaining high standards across performance, quality, and service.-Be a voice for the customer—working cross-functionally to champion improvements and highlight where we can be better.-Lead with purpose—building a culture of accountability, resilience, and continuous improvement.-Coaching and developing your team to provide top-tier technical support that’s timely, accurate and empathetic-Owning team performance metrics (SLAs, KPIs, customer satisfaction) and driving improvement through data and feedback-Managing escalations with confidence and clarity—knowing when to step in and how to de-escalate while keeping the customer informed-Acting as the key liaison between support, product, and development teams to ensure smooth communication and rapid issue resolution-Identifying trends and recurring issues to drive product or process changes-Keeping your finger on the pulse—balancing the day-to-day while thinking strategically about how to make the team better, faster, and smarter-Representing Access in customer meetings, bringing credibility, empathy, and a solutions-first approach-A natural leader who thrive remote team—your team trusts you, looks up to you, and grows with your guidance-A quick thinker and problem solver—you’re calm under pressure and thrive in complex, fast-moving situations-A customer-first mindset—you never lose sight of the end-user and what great service really looks like-A great communicator—clear, warm, and confident with customers, colleagues, and leadership alike-A data-driven decision maker—you know what’s working, what’s not, and how to turn insights into action-You bring energy, resilience, and adaptability, with a strong sense of accountability and pride in deliveryThe Access Group is one of the largest UK-headquartered business management software providers. It provides solutions that empower more than 160,000 small and mid-sized organisations in commercial and non-profit sectors across Europe, USA and APAC, giving every employee the freedom to do more of what's important. Its innovative cloud solutions and integrated AI software experience across multiple Access products transform how business technology is used. Access employs approx. 8,500 people, continuously driving product innovation and customer service excellence. At Access, we are committed to creating a welcoming and inclusive environment where everyone can thrive. If you're excited about this role, (even if your previous experience doesn't align perfectly), you might just be the perfect fit for us! We wholeheartedly believe in equality for all and the transformative power of diversity.Love Work. Love Life. Be You.remote type : Hybridlocations : Kuala Lumpur - GOCtime type : Full timeposted on : Posted 9 Days Ago

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