Customer Support Team Lead

Who we are

In the past, to be a successful restaurateur, you simply had to have a passion for food and a passion for people - but to succeed as a digital restaurateur you also need to have a passion for technology. We believe in the joy of serving others, and that's why we created Otter – to help restaurateurs succeed in online food delivery. Restaurants around the world, both large and small, including Chick-fil-A, Ben & Jerry’s, KFC, and Eataly trust our software to power their delivery business. We increase sales, reduce order issues, and decrease delivery headaches.

About The Role:

As a Support Team Lead at Otter, you will empower and inspire a team of support agents to deliver exceptional customer experiences. You’ll play a key role in shaping how the team operates by leading people development, optimizing schedules and queues, and fostering a high-performance, customer-obsessed culture.You will work closely with other Team Leads and the US&C People Ops Manager to ensure a high quality of service in support.

The right person for this role will be a natural leader who gets satisfaction from applying a logical approach to management.

What you’ll do

• Leading and managing your team of support specialists for the region.
• Keep a pulse on support specialist performance within your team, providing feedback where necessary and ensuring high performance through support tools and metrics.
• Motivate and coach support specialists to hit productivity and project goals.
• Manage and triage all support channels and queues throughout the day, ensuring our SLAs are hit, and both customer and internal requests are prioritised correctly.
• Manage support shifts to ensure that we have optimal coverage.
• Respond to and liaise with support specialists during their shift in case they need assistance.
• Lead from the front by exemplifying what great quality support looks like, by responding to customers via all of our channels.
• Work closely with the wider US&C SOS team on extra projects for the wider success of the support team.
• Work with stakeholders to deliver the team's project and KPl requirements.

What we’re looking for

• 5+ yrs of proven experience in a Team Lead, Supervisor, or Senior Specialist role.
• Strong skills in coaching, mentoring, and team development.
• Excellent organizational and multitasking abilities.
• Strong analytical skills; proficiency in Google Sheets, reporting tools, and data analysis.
• High attention to detail, especially when preparing reports or conducting audits.
• Experience with process documentation (SOPs) and quality assurance practices preferred.
• Strong verbal and written communication skills.
• Ability to thrive in a fast-paced and dynamic environment.

Why join us

• Demand for online food delivery is growing really fast! In the last 5 years, just in the US, the overall market has expanded 10X from $10B to $100B, and could expand to $500bn- $1T by 2030.
• Changing the restaurant industry: You’ll be part of a team that helps restaurants succeed in online food delivery.
• Collaborative environment: You will receive support and guidance from experienced colleagues and managers, helping you to learn, grow and achieve your goals, and you’ll work closely with other teams to ensure our customer’s success.

What else you need to know

This role is based in our Makati office location. As a company driven by innovation and continuous change, close collaboration is essential. We’re constantly reimagining our industry, creating new products, and refining our processes, and we do our best work together. That’s why all of our office-based teams work onsite, five days a week.

Ready to join us as we serve those who serve others?

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