Helpdesk Team Lead

POSITION SNAPSHOTS

Night Shift (7:00 PM - 4:00 AM)

Full-time

Hybrid Work Setup (Makati Office)

Up to 5 years of experience in Helpdesk, Client Services, Customer Support, or Operations

At least 2 years of supervisory or team leadership experience

Experience in Risk & Compliance, Financial Services, or Professional Services is an advantage

Proficient in Microsoft Office and case management or ticketing systems

ABOUT THE ROLE

Lead the daily operations of our Helpdesk team while delivering exceptional service to our Australian business partner. As a Senior Operations Helpdesk Support, you'll oversee case management, coach team members, monitor service quality, and collaborate across teams to ensure efficient operations, timely resolutions, and continuous process improvement.

WHAT YOU'LL BE WORKING ON

Team Leadership

Lead and oversee daily Helpdesk operations

Distribute workloads and monitor service levels

Coach, mentor, onboard, and support team members

Drive performance through regular feedback and development

Service Delivery & Quality

Conduct quality assurance reviews and monitor KPIs

Ensure compliance with company policies, SOPs, and client requirements

Manage escalated client concerns and complex operational issues

Maintain high standards of customer service and case resolution

Operations & Continuous Improvement

Collaborate with internal teams to resolve operational issues

Prepare operational and performance reports

Analyze trends and recommend process improvements

Support initiatives that improve efficiency and service quality

WHAT WE'RE LOOKING FOR

Up to 5 years of experience in Helpdesk, Customer Support, Client Services, or Operations

At least 2 years of supervisory or team leadership experience

Experience in Risk & Compliance, Financial Services, or Professional Services is an advantage

Strong leadership, coaching, and performance management skills

Excellent communication, analytical, and problem-solving abilities

Proficient in Microsoft Office and case management or ticketing systems

Able to prioritize multiple tasks in a fast-paced environment

Willing to work on a permanent night shift

WHY COOEE

Join a people-first company that values meaningful connections, continuous learning, and personal growth while helping businesses thrive.

WHAT WE OFFER

HMO on Day 1

IT equipment provided

Learning and development opportunities

Weekly engagement activities

Government-mandated benefits