ERP Technical Support Team Leader (L2)
Lead a growing L2 ERP Support team: coach, hit CSAT & SLA targets, and align product, partners, and customers. A hands-on, people-first leadership role in SaaS.
About the organization
The organization is one of Australia and New Zealand's leading business software companies, providing ERP, payroll, and workforce management solutions to mid-market businesses. Their product MYOB Acumatica is a highly configurable cloud ERP platform covering financials, inventory, workforce management, and payroll, used by hundreds of businesses across AU and NZ.
What the Role Is
You are the operational and people leader for a team of L2 Support Engineers. You own the team's performance, coaching and development, SLA adherence, and the relationship between your team and organization's customers and partners. You are also the communication link between your team and a wide range of organization's internal stakeholders' product, marketing, professional services, and implementation.
You will work alongside at least one retained Australian-based Team Leader and be expected to cover their responsibilities when they are on leave. This is a genuine leadership role with growing operational authority not a senior agent with a different title.
What You Will Be Doing
• Lead, coach, and develop a team of L2 Support Engineers quality feedback, performance conversations, capability building, and team engagement.
• Own team performance metrics: CSAT, SLA adherence, case quality scores, time to resolution, and team engagement survey results.
• Conduct onboarding calls with new customers and partners setting expectations on SLAs, the support portal, and how to engage effectively with the team.
• Serve as the escalation point when customers or partners are not getting the outcome they need coordinate the right engineer and get things moving.
• Run structured, regular engagement with organization's channel partner network this is a consistent and important part of the role, not occasional contact.
• Communicate product and compliance changes from organization's internal teams to your engineers you are the change communication link for your team.
• Work closely with the retained Australian Team Leader and L3 team as part of a broader support leadership structure.
• Manage team leave balances and operational housekeeping keep the team healthy and sustainable.
What We Are Looking For
• Experience leading a technical support or customer success team in a B2B software, SaaS, IT helpdesk, or enterprise application support environment.
• Strong coaching and performance management capability you have developed team members, managed underperformance, and built team culture before.
• Comfortable holding professional conversations with business customers and partners at a high level you do not need to be deeply technical, but you must be credible and confident.
• Strong cross-functional communication you will regularly engage with product, marketing, implementation, and partner teams across organization.
• Data-driven approach to team management CSAT, SLA, quality scores, and team engagement results are your operating language.
• Calm, solutions-focused, and professional under pressure your team will encounter difficult customer moments and they need a leader who stabilises, not escalates.
What Stands Out
• AU or NZ-facing customer or partner relationship management experience at a leadership level.
• Prior experience leading a team in a product support or enterprise software environment.
• Experience managing structured partner engagement cadences in a B2B context.
• Familiarity with ITSM or case management platforms such as HubSpot, Zendesk, ServiceNow, or Jira.
- Role type
- Information Technology Support
- Locations
- Jollibee Tower, Ortigas Center, Pasig City
- Work Schedule
- AEST
- Shifting Schedule?
- Yes
- Shifts with Daylight Savings?
- Yes
About Satellite Office
Satellite Office partners with some of the world’s leading brands to build high-performing offshore teams based in the Philippines. Our people work directly with international clients in roles that are meaningful, challenging, and rewarding. Whether you’re in customer service, IT, digital marketing, finance, or creative design, you’ll be empowered to do your best work, and build a career you can be proud of.
At Satellite Office, we’re committed to creating a workplace unlike any other, fostering growth through engaging employee programs, continuous learning and development, team-building experiences, company-wide celebrations, and world-class office spaces.
Why You'll Love Working Here:
🌟 You’re Valued.
You won’t just be a number. You’ll be part of a close-knit, collaborative team where your contributions matter.
🚀 You’ll Grow.
From day one, you’ll have access to learning opportunities, mentoring, and support to help you reach your full potential.
🎉 You’ll Belong.
We’re proud of our vibrant and inclusive culture, filled with team-building events, company-wide celebrations, wellness programs, and more.
🏢 You’ll Work in Style.
Our world-class offices are located in premium business hubs like BGC and Ortigas. Modern, comfortable, and designed to bring out your best.
💼 You’ll Work with Global Brands.
We match you with top international clients where you’ll work directly with their teams and make a real impact.
Whether you’re starting a new chapter or growing in your profession, Satellite Office is where you’ll find more than just a job. You’ll find a career you can be proud of.