Technical Customer Support Team Leader

Acquire BPO is an award-winning business process outsourcing provider to some of the world’s largest brands. We operate contact centers and back-office services from offshore, nearshore, and onshore locations, with delivery centers in Australia, Dominican Republic, the Philippines, and the United States. Known for our commitment to safety, flexibility, and innovation, we strive to be the partner of choice for businesses looking to leverage the best global BPO and AI resources.

Our employee value proposition—“Come for a career, stay for the fun”—reflects our commitment to a vibrant, inclusive, and engaging work environment.

Why Join the A-Team?

• HMO coverage for you

• Yearly Kick-Off Parties with major giveaways

• Be recognized through our ‘Value Awards’

• Internal promotions and career growth opportunities

• Access to 2,700+ leadership courses

• Work with the best, and do meaningful work

A Glimpse into Your New Role

As a Technical Customer Support Team Leader, you will play a critical role in building and leading a high-performing support team that delivers timely, consistent, and best-in-class support across multiple channels including phone, email, and chat. You will develop and implement support strategies, lead escalations, drive KPI performance, and collaborate cross-functionally to enhance the customer experience. This is a hands-on leadership role that blends technical problem-solving, people management, and continuous improvement.

Your Day Could See You:

• Developing and implementing a best-in-class customer support strategy

• Leading, mentoring, and coaching support team members in delivering exceptional service

• Managing escalations and intervening with customers when necessary

• Driving individual and team KPIs and service performance through data analysis and decision-making

• Collaborating with cross-functional teams to address complex technical and non-technical issues

• Coordinating team schedules, approving timecards, and managing leave requests (as applicable by region)

• Monitoring calls, emails, and chats to ensure quality and adherence to procedures

• Conducting performance reviews and managing underperformance effectively

• Leading hiring, onboarding, and training of new team members

• Identifying process improvement opportunities and implementing changes

• Ensuring the team leverages the knowledge base for consistent customer resolutions

What You’ll Bring:

• Proven expertise in leading technical support teams in a fast-paced, customer-facing environment

• Strong troubleshooting and critical thinking skills with a deep understanding of Windows OS, SQL, networking, TCP/IP, .NET, and PCI compliance requirements

• Expert-level skills in managing time, prioritizing tasks, and delegating effectively

• Experience in creating and implementing support policies, workflows, and best practices

• Advanced skills in performance management, coaching, and employee development

• High attention to detail and a structured, analytical approach to solving problems

• Proficiency in using support systems, analytics tools, and documentation platforms

• Excellent communication skills and a proactive, collaborative approach to leadership

What Success Looks Like:

• Achievement of individual and team KPIs for response time, resolution rate, CSAT, and escalation handling

• A highly engaged and well-trained support team capable of managing customer issues independently

• Continuous improvement in support delivery quality and customer experience

Our Core Values:

• Collaboration – Brilliant jerks can be brilliant elsewhere

• Impact – Do, get it done, create impact

• Passion – Be positive, bring passion and energy

• Transparency – A transparent team can help each other

Your Role in Information Security

As an Acquire BPO employee, you are responsible for complying with and enforcing policies and procedures designed to protect information security. You must safeguard credit card, personal, and/or sensitive personal information that you may handle or process as part of your role.

What Are You Waiting For?

Join the A-Team and experience the A-Life!

Join the A-Team and experience the A-Life!