Team Leader (Korean Bilingual)

We are looking for a results-driven Team Leader to oversee a team of Technical Support Representatives providing global customer support. The ideal candidate is a hands-on leader who can coach, guide, and manage a high-performing support team while ensuring prompt resolution of customer issues, adherence to escalation protocols, and coordination with HQ for mission-critical technical incidents.

Key Responsibilities

Team Leadership & Supervision

● Supervise a team of Technical Support Representatives providing global support through calls and emails.

● Monitor team performance, productivity, and adherence to SLAs.

● Conduct regular performance reviews, provide coaching, and lead upskilling/training sessions to maintain service quality.

Operational Oversight

● Ensure adequate staffing across shifts and maintain full coverage for operations, including weekends and holidays.

● Manage shift handovers and ensure proper documentation and knowledge transfer between shifts.

● Review and audit tickets to ensure proper escalation, documentation, and resolution. Issue Escalation & Coordination

● Serve as the primary escalation point for C-level and higher-tier (B, A, S-level) technical issues.

● Validate technical details and documentation (logs, symptoms, history) before escalating unresolved or high-priority issues to the HQ.

● Ensure remote troubleshooting (e.g., reinstallation of software) is executed properly by team members and assist when needed.

Reporting & Communication

● Provide regular reports to internal leadership and client stakeholders regarding ticket volume, resolution times, escalations, and team performance.

● Coordinate with the client-side HQ team for updates, feedback, and technical issue follow-through.

● Assist in process documentation, FAQs, and workflow improvements for technicalsupport functions.

Qualifications

● 2–4 years of experience in a technical support environment, with at least 1 year in a leadership or supervisory role

● Solid technical background, preferably with experience in remote troubleshooting, software installation, and log analysis

● Strong leadership and team management skills, including conflict resolution and performance coaching

● Excellent verbal and written communication skills in English

● Willingness and ability to work rotating shifts, including nights, weekends, and holidays

● Proficiency in using support tools such as Zendesk, Freshdesk, Jira Service Desk, or similar platforms
● Experience working in a global support setting is highly desirable

Preferred Skills

● Experience in managing teams across time zones and shifts

● Background in media technology, enterprise software, or AV/VR-related support

● Familiarity with remote access software (TeamViewer, AnyDesk, RDP)

● KPI and SLA management experience

• HMO with 1 free dependent upon hire
• Life Insurance
• 20 PTO credits annually
• VL and SL cash conversion
• Night Differential
• Annual Performance-Based Merit Increases and Employee Recognition
• Great Company Culture
• Career Growth and Learning
• A laptop will be provided by the company