Team Lead – Global Technical Support

Job not on LinkedIn

🔥 5 minutes ago

🇲🇾 Malaysia – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Delivery Hero

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2011

🍽️ Food & Beverage

📦 Logistics

📣 Marketing

Food & Beverage • Logistics • Marketing

Delivery Hero is a global leader in the food delivery industry, operating in over 70 countries across four continents. The company connects customers with their favorite restaurants and shops, providing fast and easy delivery services to their doorsteps. In addition to food delivery, Delivery Hero operates 932 Dmarts, which are small strategically located warehouses that support their quick commerce operations. As of the fourth quarter of 2023, Delivery Hero reported a Gross Merchandise Value of EUR 11. 3 billion, demonstrating significant year-on-year growth. The company's mission is to deliver an amazing experience, whether it be through their local brands or through strategic investments in sustainability and social impact initiatives. Delivery Hero strives to offer quick commerce - the next generation of delivery - embodying strong values that propel its workforce worldwide.

📋 Description

• Lead, mentor, and motivate Technical Support Executives • Conduct team meetings, training sessions, and performance reviews • Monitor SLA adherence, ticket resolution times, and customer satisfaction metrics • Implement corrective actions to improve team performance • Troubleshoot and resolve complex issues involving content management systems, network configurations, printers, and SaaS platforms • Act as the primary escalation point for complex technical and product-related issues • Oversee support queries received via phone, email, WhatsApp, and live chat • Ensure queries are accurately logged, tracked, categorized, audited, and resolved within SLAs • Liaise with product development, engineering, operations, Country Operations, and Level 3 Technical teams • Identify incident root causes and communicate them to stakeholders • Analyze support trends and recommend process improvements • Complete quality analysis, response audits, and management reports • Develop knowledge base articles, troubleshooting guides, and training materials • Maintain stakeholder relationships and address client concerns and feedback • Collaborate with Account Managers to resolve technical, billing, payment, and account-related queries • Undertake other duties assigned in support of business needs

🎯 Requirements

• Minimum of 4–5 years of experience in technical support, help desk, or SaaS support functions • At least 2 years in a leadership or supervisory role • Proven experience managing and mentoring technical support teams in a fast-paced environment • Strong written and oral English communication skills • 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 • Ability to troubleshoot complex technical issues • Strong interpersonal skills • Ability to work autonomously, prioritize tasks, and manage tight deadlines • High degree of integrity, flexibility, and a client-first mindset

🏖️ Benefits

• Remote work option • Clear career paths to leadership • Continuous learning and professional development • Collaborative, supportive culture • Opportunities to build AI, fintech, and digital solutions • Ownership and exposure to real-world impact • Positive, humble work environment