L1 Tech Support Team Lead - Work from Home

A growing organisation in the electric vehicle charging sector is seeking a proactive Frontline Support Team Lead to oversee daily support operations and lead a high-performing frontline team. This hands-on role combines people leadership, service delivery, and direct case resolution, ensuring customer enquiries are handled efficiently and within SLA while supporting the reliability of EV charging services.

• Lead the day-to-day operations of the frontline support team, including case assignment, workload balancing, and shift coverage to ensure adequate support at all times
• Ensure customer enquiries are resolved efficiently and within SLA, with all frontline support tickets actioned within 6 hours while maintaining high customer satisfaction
• Conduct daily assessments of case volumes and reassign work as needed, accounting for rest days, leave, and holidays
• Manage shared email inboxes and ensure all customer emails are responded to within 6 hours
• Monitor live calls, queue volumes, and call handling times to ensure performance remains within agreed targets
• Take live calls when queue wait times exceed the 6-minute SLA and step in to resolve complex or high-priority cases as required
• Produce daily reporting on frontline support agent performance and overall service delivery
• Provide coaching, guidance, and regular performance feedback to frontline support staff to drive productivity and service quality
• Oversee training compliance and ongoing skill development for team members
• Co-create new training materials and programs in collaboration with the onshore team
• Maintain and continuously improve the support documentation system, ensuring accuracy, clarity, and consistency
• Work closely with the L2 Support Team Lead to ensure smooth and timely escalation of tickets
• Identify recurring issues and escalate systemic problems or process improvement opportunities to relevant stakeholders
• Perform other role-specific duties as they arise

Requirements:
• Bachelor of Science in Business Administration, Information Technology, Psychology, or a related discipline, with relevance to contact centre or customer support operations, is highly preferred
• 3–5 years of proven experience in a call centre environment, including leadership responsibilities
• Demonstrated success in performance management and ensuring teams operate efficiently
• Strong understanding of support workflows and case management systems
• Hands-on experience in technical support and troubleshooting customer issues
• Excellent communication, organisational, and problem-solving skills
• Ability to collaborate effectively across teams, including training, engineering, and onshore stakeholders
• Comfortable working in a fast-paced environment while balancing multiple priorities

Benefits:
Why Join Twoconnect?

We offer more than just a job — we offer a supportive and rewarding career experience. Here’s what you can expect from this opportunity:

• Work from home
• Mon - Fri: 7:00 AM – 4:00 PM PHT(adjustments will be made for daylight saving time)
• HMO with 1 free dependent and medical reimbursements
• Government-mandated benefits
• Work from home allowances
• Opportunities to work with leading companies in Australia and beyond
• Training programmes for career development
• Engaging company outings, team activities and wellness sessions
• Supportive, inclusive culture
• Dedicated managers focused on your growth and success

Twoconnect connects highly skilled Filipino professionals with established companies in Australia, New Zealand, the United States, the United Kingdom and Europe, providing direct access to global careers and long-term opportunities.

We offer competitive pay and benefits, additional entitlements and structured career development programs that make employment both financially rewarding and professionally sustainable.

Our industry-leading retention rate demonstrates our commitment to a people-first culture that prioritizes stability, growth and genuine care for every employee.

Twoconnect is an equal opportunity employer. We value cultural diversity and foster an inclusive workplace where every employee is respected and supported as part of a growing global team.

🔗 Learn more about us through our official pages:

Website: https://twoconnect.com.au/

Careers: https://apply.workable.com/twoconnect-careers/

LinkedIn: https://linkedin.com/company/twoconnectau

Facebook: https://www.facebook.com/2woconnect/

Instagram: https://www.instagram.com/twoconnect_/