📍 Job Overview

Job Title: Team Leader (Technical Support)
Company: Enshored Inc. (External)
Location: Pasig City, Pasig, Philippines
Job Type: On-site
Category: Team Lead - Technical Support
Date Posted: June 24, 2025
Experience Level: Mid-Senior level (5-10 years)
Remote Status: Remote OK

🚀 Role Summary

Lead and manage a team of technical support specialists in a dynamic, high-volume environment
Ensure operational consistency and quality control across the team
Serve as the primary escalation point for complex requests and unclear issues
Balance structure with flexibility, guiding the team while rolling up sleeves when needed
Collaborate with stakeholders, leaders, and team members to drive growth and innovation

📝 Enhancement Note: This role requires a strong leader who can adapt to a fast-paced environment and make decisions based on Enshored's core values, focusing on grit, curiosity, learning, grace, honesty, and integrity.

💻 Primary Responsibilities

Team Leadership: Align daily tasks, delegate responsibilities, and provide coaching to ensure team members' growth and success
Quality Control: Monitor team performance, ensure service level agreements (SLAs) are met, and maintain high-quality standards
Process Improvement: Identify process gaps, propose workflow improvements, and drive operational excellence
Stakeholder Communication: Collaborate with stakeholders, leaders, and team members to ensure clear communication and effective problem-solving
Escalation Management: Serve as the primary escalation point for complex requests, providing guidance and support to resolve issues efficiently

📝 Enhancement Note: This role involves a mix of leadership, coaching, and hands-on support, requiring a well-rounded professional with strong technical and interpersonal skills.

🎓 Skills & Qualifications

Education:

Bachelor's degree in Computer Science, Information Technology, or a related field
Relevant certifications in project management, customer support, or digital marketing are a plus

Experience:

Proven experience (5-10 years) in managing teams in digital production or CRM support
Demonstrated expertise in Webflow and GoHighLevel
Strong written and verbal English communication skills
Experience in coaching, quality assurance, and leading operational standups

Required Skills:

Technical Proficiency: Deep understanding of Webflow and GoHighLevel, with the ability to troubleshoot and resolve technical issues
Leadership: Proven ability to lead, motivate, and manage a team in a high-volume, tech-enabled environment
Communication: Excellent written and verbal communication skills, with the ability to clearly explain complex technical concepts to non-technical stakeholders
Problem-Solving: Strong analytical and problem-solving skills, with the ability to identify root causes and develop effective solutions
Process Improvement: Experience in identifying process gaps and proposing workflow improvements to drive operational excellence

Preferred Skills:

Familiarity with project management tools such as Slack, Notion, and Linear
Exposure to customer support workflows or digital agency environments
Ability to surface process gaps and propose workflow improvements

📝 Enhancement Note: While not explicitly stated, experience in Agile methodologies, customer relationship management (CRM), and digital production would be beneficial for this role.

📊 Web Portfolio & Project Requirements

Portfolio Essentials:

A well-structured portfolio showcasing previous team leadership and technical support projects
Examples of process improvements and workflow optimizations implemented in previous roles
Case studies demonstrating problem-solving skills and ability to resolve complex technical issues

Technical Documentation:

Detailed documentation of past projects, including technical specifications, challenges faced, and solutions implemented
Examples of coaching and mentoring materials used to develop team members' skills
Performance metrics and optimization techniques used to improve team efficiency and effectiveness

📝 Enhancement Note: While not explicitly stated, a strong portfolio should demonstrate the candidate's ability to lead, mentor, and drive operational excellence in a high-volume, tech-enabled environment.

💵 Compensation & Benefits

Salary Range: PHP 60,000 - 90,000 per month (Based on Philippine market standards for mid-senior level technical support team leads with 5-10 years of experience)

Benefits:

Competitive salary and benefits package
Opportunities for professional growth and development
A dynamic and innovative work environment
The chance to work with leading start-ups and disruptors

Working Hours: Full-time (40 hours per week), with flexibility for maintenance windows and project deadlines

📝 Enhancement Note: The salary range is based on Philippine market standards for mid-senior level technical support team leads with 5-10 years of experience. Benefits and working hours may vary based on individual circumstances and company policies.

🎯 Team & Company Context

🏢 Company Culture

Industry: Enshored is a leading outsourcer for start-ups, focusing on digital production, CRM support, and customer experience. Their industry context revolves around innovation, scalability, and driving growth for disruptive brands and leading companies in the US and Europe.

Company Size: Enshored is a mid-sized company with a team composed of hand-picked talented individuals, providing a balanced environment of smart and hard work while maintaining a dynamic relationship with stakeholders, leaders, and team members.

Founded: 2014

Team Structure:

The team consists of technical support specialists, led by the Team Leader (Technical Support)
The Team Leader reports directly to the Head of Technical Support or a relevant department manager
The team works closely with other departments, such as sales, marketing, and operations, to ensure seamless customer experience and effective problem-solving

Development Methodology:

Enshored follows Agile methodologies, focusing on iterative development, continuous improvement, and customer satisfaction
The team uses project management tools such as Slack, Notion, and Linear to collaborate, track progress, and ensure operational consistency
Enshored emphasizes structured learning and career development, providing opportunities for professional growth and advancement

Company Website: www.enshored.com

📝 Enhancement Note: Enshored's company culture emphasizes grit, curiosity, learning, grace, honesty, and integrity, providing a supportive environment for team members to thrive and contribute to their best ability.

📈 Career & Growth Analysis

Web Technology Career Level: This role is at the mid-senior level, requiring a well-rounded professional with proven experience in team leadership, technical support, and process improvement. The ideal candidate will have a strong technical background, excellent communication skills, and a proven track record of driving operational excellence in a high-volume, tech-enabled environment.

Reporting Structure: The Team Leader (Technical Support) reports directly to the Head of Technical Support or a relevant department manager, serving as the primary escalation point for complex requests and unclear issues. They work closely with other department heads, stakeholders, and team members to ensure clear communication and effective problem-solving.

Technical Impact: The Team Leader (Technical Support) plays a crucial role in ensuring operational consistency, quality control, and process improvement across the team. Their decisions and actions directly impact the team's performance, customer satisfaction, and the company's overall growth and success.

Growth Opportunities:

Team Expansion: As the team grows, the Team Leader (Technical Support) may have the opportunity to mentor and develop other team members, taking on a more senior role within the organization
Process Improvement: By identifying process gaps and proposing workflow improvements, the Team Leader (Technical Support) can drive operational excellence and contribute to the company's overall success
Technical Skill Development: Working with cutting-edge technologies and innovative start-ups, the Team Leader (Technical Support) can expand their technical skillset and stay up-to-date with the latest industry trends and best practices

📝 Enhancement Note: Enshored's commitment to structured learning and career development provides ample opportunities for professional growth and advancement within the organization.

🌐 Work Environment

Office Type: Enshored's office is a dynamic, high-volume environment that balances smart and hard work, fostering a culture of innovation, collaboration, and continuous improvement.

Office Location(s): Pasig City, Pasig, Philippines

Workspace Context:

Collaborative Environment: The office encourages cross-functional collaboration between technical support specialists, other departments, and stakeholders, ensuring seamless customer experience and effective problem-solving
State-of-the-Art Technology: Enshored provides team members with access to the latest tools and technologies, ensuring they have the resources they need to succeed in their roles
Professional Development: Enshored is committed to providing opportunities for professional growth and development, with a focus on structured learning and career advancement

Work Schedule: Full-time (40 hours per week), with flexibility for maintenance windows, project deadlines, and operational requirements

📝 Enhancement Note: Enshored's work environment emphasizes a balanced approach to work and life, with a focus on supporting team members' personal and professional growth.

📄 Application & Technical Interview Process

Interview Process:

Phone/Video Screen: A brief conversation to assess communication skills, cultural fit, and basic technical proficiency
Technical Assessment: A hands-on assessment of the candidate's Webflow and GoHighLevel skills, as well as their ability to troubleshoot and resolve technical issues
Behavioral Interview: A discussion of the candidate's leadership style, problem-solving skills, and ability to work effectively in a high-volume, tech-enabled environment
Final Interview: A meeting with the hiring manager or a panel of Enshored's leadership team to discuss the candidate's fit within the organization and their potential for growth and development

Portfolio Review Tips:

Highlight previous team leadership and technical support projects, demonstrating the candidate's ability to drive operational excellence and ensure high-quality standards
Include examples of process improvements and workflow optimizations implemented in previous roles, showcasing the candidate's ability to identify process gaps and propose effective solutions
Provide detailed documentation of past projects, including technical specifications, challenges faced, and solutions implemented, to demonstrate the candidate's problem-solving skills and technical proficiency

Technical Challenge Preparation:

Brush up on Webflow and GoHighLevel skills, focusing on troubleshooting and resolution techniques
Familiarize oneself with Enshored's company culture, values, and mission to ensure a strong cultural fit and alignment with the organization's goals
Prepare for behavioral interview questions, focusing on leadership style, problem-solving skills, and ability to work effectively in a high-volume, tech-enabled environment

ATS Keywords: (Organized by category)

Programming Languages: Webflow, GoHighLevel, HTML, CSS, JavaScript
Web Frameworks: Not specified
Server Technologies: Not specified
Databases: Not specified
Tools: Slack, Notion, Linear, Agile methodologies
Methodologies: Agile, Scrum, Kanban
Soft Skills: Leadership, communication, problem-solving, process improvement, team management, coaching, quality assurance
Industry Terms: Technical support, digital production, CRM support, customer experience, operational excellence, process improvement, workflow optimization

📝 Enhancement Note: Enshored's interview process focuses on assessing the candidate's technical proficiency, leadership style, problem-solving skills, and cultural fit within the organization. The portfolio review and technical challenge preparation should highlight the candidate's ability to drive operational excellence and ensure high-quality standards in a high-volume, tech-enabled environment.

🛠 Technology Stack & Web Infrastructure

Frontend Technologies:

Webflow: A no-code platform used to build responsive websites and web applications
GoHighLevel: A comprehensive CRM and marketing automation platform used to manage customer relationships and marketing campaigns

Backend & Server Technologies:

Not specified

Development & DevOps Tools:

Slack: A communication platform used to collaborate and communicate with team members, stakeholders, and other departments
Notion: A project management and collaboration tool used to track progress, manage tasks, and ensure operational consistency
Linear: A project management tool used to plan, track, and manage development projects and workflows

📝 Enhancement Note: While the backend and server technologies are not specified, Enshored's focus on innovation, scalability, and driving growth for disruptive brands and leading companies suggests a modern, cloud-based technology stack.

👥 Team Culture & Values

Web Development Values:

Grit: Never giving up, even in the face of uncertainty or adversity
Curiosity: A strong desire to learn, grow, and adapt to new technologies and industry trends
Learning: A commitment to structured learning, professional development, and continuous improvement
Grace: The unconditional love for fellow team members, fosters a supportive and collaborative work environment
Honesty & Sincerity: Being true to oneself, open, trustworthy, and truthful, with a deep understanding of one's strengths, weaknesses, and areas for improvement
Integrity: Standing up for what one believes is right and living by one's highest values, ensuring ethical and responsible decision-making

Collaboration Style:

Cross-Functional Integration: Enshored encourages collaboration between technical support specialists, other departments, and stakeholders to ensure seamless customer experience and effective problem-solving
Code Review Culture: Enshored emphasizes structured learning, professional development, and continuous improvement, fostering a culture of knowledge-sharing and mentoring
Knowledge Sharing: Enshored encourages team members to share their expertise and insights, contributing to the organization's collective knowledge and driving operational excellence

📝 Enhancement Note: Enshored's team culture emphasizes grit, curiosity, learning, grace, honesty, and integrity, providing a supportive environment for team members to thrive and contribute to their best ability.

⚡ Challenges & Growth Opportunities

Technical Challenges:

High-Volume Environment: Managing a high-volume, tech-enabled environment requires strong leadership, communication, and problem-solving skills
Complex Requests: Serving as the primary escalation point for complex requests and unclear issues demands a deep understanding of Webflow, GoHighLevel, and other relevant technologies, as well as the ability to troubleshoot and resolve technical issues efficiently
Process Improvement: Identifying process gaps and proposing workflow improvements requires a strong understanding of the team's operations, as well as the ability to analyze data, identify trends, and develop effective solutions

Learning & Development Opportunities:

Technical Skill Development: Working with cutting-edge technologies and innovative start-ups, the Team Leader (Technical Support) can expand their technical skillset and stay up-to-date with the latest industry trends and best practices
Leadership Development: Leading a team of technical support specialists requires strong communication, problem-solving, and decision-making skills, as well as the ability to mentor and develop other team members
Process Improvement: By identifying process gaps and proposing workflow improvements, the Team Leader (Technical Support) can drive operational excellence and contribute to the company's overall success

📝 Enhancement Note: Enshored's commitment to structured learning and career development provides ample opportunities for professional growth and advancement within the organization, focusing on technical skill development, leadership development, and process improvement.

💡 Interview Preparation

Technical Questions:

Webflow & GoHighLevel: Demonstrate a deep understanding of Webflow and GoHighLevel, with a focus on troubleshooting and resolution techniques
Problem-Solving: Provide examples of complex technical issues resolved in previous roles, highlighting the candidate's ability to identify root causes and develop effective solutions
Leadership & Team Management: Discuss leadership style, team management techniques, and the ability to drive operational excellence in a high-volume, tech-enabled environment

Company & Culture Questions:

Enshored's Core Values: Demonstrate a strong understanding of Enshored's core values, including grit, curiosity, learning, grace, honesty, and integrity, and explain how one's personal values align with the organization's mission and goals
Agile Methodologies: Discuss experience with Agile methodologies, focusing on iterative development, continuous improvement, and customer satisfaction
Customer Experience: Explain how one would ensure seamless customer experience and effective problem-solving in a high-volume, tech-enabled environment

Portfolio Presentation Strategy:

Project Case Studies: Highlight previous team leadership and technical support projects, demonstrating the candidate's ability to drive operational excellence and ensure high-quality standards
Process Improvement: Include examples of process improvements and workflow optimizations implemented in previous roles, showcasing the candidate's ability to identify process gaps and propose effective solutions
Technical Proficiency: Provide detailed documentation of past projects, including technical specifications, challenges faced, and solutions implemented, to demonstrate the candidate's problem-solving skills and technical proficiency

📝 Enhancement Note: Enshored's interview process focuses on assessing the candidate's technical proficiency, leadership style, problem-solving skills, and cultural fit within the organization. The portfolio review and technical challenge preparation should highlight the candidate's ability to drive operational excellence and ensure high-quality standards in a high-volume, tech-enabled environment.

📌 Application Steps

To apply for this Team Leader (Technical Support) position at Enshored:

Submit Application: Visit the application link provided and submit your resume, portfolio, and any other required documents
Customize Portfolio: Tailor your portfolio to highlight previous team leadership and technical support projects, demonstrating your ability to drive operational excellence and ensure high-quality standards in a high-volume, tech-enabled environment
Optimize Resume: Ensure your resume emphasizes relevant technical skills, leadership experience, and problem-solving abilities, with a focus on Webflow, GoHighLevel, and other relevant technologies
Prepare for Technical Assessment: Brush up on Webflow and GoHighLevel skills, focusing on troubleshooting and resolution techniques, and prepare for a hands-on assessment of your technical proficiency
Research Enshored: Familiarize yourself with Enshored's company culture, values, and mission, ensuring a strong cultural fit and alignment with the organization's goals and objectives

⚠️ Important Notice: This enhanced job description includes AI-generated insights and web technology industry-standard assumptions. All details should be verified directly with the hiring organization before making application decisions.

Team Leader (Technical Support)