Delivery Hero operates a global food delivery and quick-commerce business across more than 70 countries and four continents. Its platforms connect customers with restaurants and shops, while its network of 932 Dmarts—small, strategically located warehouses—supports rapid delivery operations. The company’s work spans food and beverage, logistics, and marketing, with teams focused on improving the delivery experience through local brands, operational scale, and investments in sustainability and social impact. Delivery Hero reported a gross merchandise value of EUR 11.3 billion in the fourth quarter of 2023 and continues to build the next generation of convenient, on-demand delivery services.
Senior Global Technical Support Team Lead – Delivery Hero, Remote in Malaysia
Lead technical support for TabSquare’s restaurant clients across Southeast Asia and Australia and New Zealand. Guide the team’s SaaS troubleshooting, escalations, service quality, and process improvements.
Description
- Lead and coach Technical Support Executives.
- Run team meetings, training, and performance reviews.
- Track SLA compliance, resolution times, and customer satisfaction, and address performance gaps.
- Resolve complex issues across content management systems, networks, printers, and SaaS platforms.
- Handle escalations involving technical and product issues.
- Oversee support requests across phone, email, WhatsApp, and live chat.
- Ensure support cases are logged, categorized, audited, tracked, and resolved within SLA targets.
- Coordinate with product development, engineering, operations, country operations, and Level 3 Technical teams.
- Find incident root causes and share findings with stakeholders.
- Review support trends and propose process improvements.
- Conduct quality reviews and response audits, and prepare management reports.
- Create knowledge base content, troubleshooting guides, and training materials.
- Maintain stakeholder relationships and respond to client concerns and feedback.
- Work with Account Managers on technical, billing, payment, and account queries.
- Take on other duties that support business needs.
- Lead and coach Technical Support Executives.
Requirements
- Bring 4–5 years of experience in technical support, help desk, or SaaS support.
- Have at least 2 years in a leadership or supervisory position.
- Show experience managing and mentoring technical support teams in a fast-paced setting.
- Communicate fluently in written and spoken English.
- Have experience supporting regional clients across Southeast Asia and Australia and New Zealand.
- Understand content management systems, network configurations, and SaaS platforms in depth.
- Apply strong analytical and problem-solving skills.
- Be able to troubleshoot complex technical issues.
- Build effective working relationships through strong interpersonal skills.
- Work independently, set priorities, and meet tight deadlines.
- Bring integrity, flexibility, and a client-first approach.
Benefits
- Option to work remotely.
- Defined pathways into leadership roles.
- Ongoing learning and career development.
- A collaborative and supportive team culture.
- Chances to contribute to AI, fintech, and digital solutions.
- Ownership of work with visible real-world impact.
- A positive, grounded working environment.