Team Lead - Global Technical Support

Tabsquare is part of the Delivery Hero Group, the world’s pioneering local delivery platform, our mission is to deliver an amazing experience—fast, easy, and to your door. We operate in over 70+ countries worldwide. Headquartered in Berlin, Germany. Delivery Hero has been listed on the Frankfurt Stock Exchange since 2017 and is part of the MDAX stock market index. At TabSquare, we believe dining is more than food – it’s about connection, celebration, and community. Our mission is to reimagine the way people dine and restaurants grow. We empower thousands of restaurants and small-medium businesses across 10+ APAC markets with AI-powered ordering and engagement tools that democratize digital growth and create memorable dining moments for millions of customers. As a Technical Support Team Lead at TabSquare, you will oversee the technical support function for clients across the SEA and ANZ markets, ensuring exceptional service delivery and client satisfaction. You will lead and manage shifts of Technical Support Executives, drive process improvements, and act as a point of escalation for complex technical issues. Core responsibilities include: 1. Shift Management: Lead, mentor, and motivate a team of Technical Support Executives to achieve performance targets and deliver high-quality support. Conduct regular team meetings, training sessions, and performance reviews to ensure continuous skill development and alignment with company goals. Monitor team performance metrics (e.g., SLA adherence, ticket resolution times, customer satisfaction) and implement corrective actions as needed. 2. Technical Support Oversight: Troubleshoot and resolve complex technical issues related to content management systems, network configurations, printers, and SaaS platforms. Act as the primary escalation point for complex technical and product-related issues, ensuring timely and effective resolution. Oversee the end-to-end handling of support queries reported via phone, email, WhatsApp, and l