Bulge Bracket Investment Banks

Posted 7 days ago

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**Lead Portuguese and Spanish Speaking Support Team in High Growth Tech.** Drive issue resolution, proactive monitoring, and strong internal partner support. Manage day-to-day inquiries, troubleshoot connectivity and processing issues, and escalate critical requests. Minimum 3 years' call center, 2 years' tech support experience. Fluent English, Portuguese, Spanish required. Strong analytical, problem-solving, and communication skills crucial. Prior API support and process improvement experience a plus. Work flexible hours, maintain quality, and drive operational excellence.

Compensation: Not specified
City: Manila
Country: Not specified

Full Job Description

Location: Metro Manila, National Capital Region, Philippines

Build a career where your troubleshooting skills directly improve client experience and service reliability. You will lead a support team that helps clients and internal partners resolve time-sensitive technical and processing issues. This role offers hands-on problem solving, cross-functional collaboration, and opportunities to influence how support is delivered. If you enjoy working in a fast-paced environment and turning complex issues into clear outcomes, this role is for you.

Job summary

As a technology support team leader in the API support team, you will serve as a primary point of contact for technical support for API-based services used for transaction initiation and reporting. You will lead day-to-day inquiry management, guide investigations into connectivity and processing issues, and partner with internal teams to drive timely resolution and strong client outcomes. You will contribute to a culture of operational excellence, clear communication, and continuous improvement.

Job responsibilities

Manage and resolve inquiries received via phone, email, and internal case transfers from clients and internal partners

Advocate for client needs while coordinating with internal business and technology partners

Escalate critical and urgent requests promptly and follow through to resolution

Troubleshoot and investigate client connectivity issues, processing failures, and transaction inquiries

Communicate with clients and internal partners to address processing errors and support platform changes

Monitor queues and workflows to identify emerging issues and support proactive communications during incidents or outages, when appropriate

Partner with leadership, peers, and business partners to meet service goals and improve client experience

Maintain and improve policies, procedures, and training materials to support consistent service delivery

Lead by example on quality, controls, and adherence to established procedures to support effective operational risk management

Required qualifications, capabilities and skills

3 years of customer service or call center experience

2 years of technical support experience

Fluency in English, Portuguese, and Spanish, with strong oral and written communication skills

Strong analytical and problem-solving skills, including attention to detail and pattern recognition

Ability to manage multiple workstreams and prioritize effectively in a high-volume environment

Strong time management and organizational skills

Ability to translate complex technical information into simple, client-friendly language

Sound judgment and effective decision-making, including in urgent or high-impact situations

Ability to work outside normal coverage hours as needed (including weekends and holidays)

Ability to build and maintain effective working relationships with business and technology partners

Preferred qualifications, capabilities and skills

Experience supporting API-based services for transaction initiation and reporting

Experience investigating and documenting incidents, trends, and recurring issues in a support environment

Experience coaching, mentoring, or acting as a shift/team lead in a support setting

Familiarity with client connectivity troubleshooting concepts (e.g., authentication, certificates, connectivity diagnostics)

Experience contributing to process improvements, knowledge articles, or training documentation

Experience working with cross-functional stakeholders to drive resolution and service improvements

Developing experience using AI-powered analytics, workflow automation, or intelligent process tools to drive efficiency gains, reduce manual effort, or improve accuracy in operational processes.

Lead tri lingual support team delivering nonstop client care, rapid issue resolution, proactive monitoring, and strong partner support.

Full Job Description