JLL empowers you to shape a brighter way.  

Our people at JLL and JLL Technologies are shaping the future of real estate for a better world by combining world class services, advisory and technology for our clients. We are committed to hiring the best, most talented people  and empowering them to  thrive, grow meaningful careers and to find a place where they belong.  Whether you’ve got deep experience in commercial real estate, skilled trades or technology, or you’re looking to apply your relevant experience to a new industry, join our team as we help shape a brighter way forward.   

About the Role:

The Team Lead - Applications Support oversees a high-performing team while simultaneously providing hands-on support for strategic products. This multifaceted role is instrumental in driving business success through the development of robust support processes, implementation of cutting-edge service and knowledge management tools, and the delivery of exceptional product support and user experiences. The primary focus of this position centers on Salesforce and Certinia platforms, ensuring optimal utilization and performance of these critical business systems.

Key Responsibilities:

Team Leadership and Management:

Lead and develop a strong, efficient, and collaborative teamSet clear expectations, team goals, and prioritize work itemsMentor and grow team members along development pathsFoster a positive team culture

Product Expertise and Support:

Maintain in-depth expertise of supported products, including core functionality, product roadmaps, release cycles, and workflowsServe as the highest point of escalation support for businesses and technology partnersManage and resolve complex user issuesConduct UAT testing and provide input on product improvements

Process and Knowledge Management:

Build and implement support technology processes and operationsSet up service tooling and knowledge management infrastructure for product launches and rolloutsCreate and maintain comprehensive documentation for issue resolution and user guidanceOversee gap analysis for case queues and knowledge bases to identify key training needs

Continuous Improvement and Innovation:

Leverage Generative AI, specifically JLL GPT, to identify scalable solutions and improve processesMonitor and improve benchmarking statistics for case volume, resolution speed, customer satisfaction, and product adoptionPartner with product teams to inform and influence product roadmaps and deploymentsLead support and hyper-care activities for product launches and projects

Cross-functional Collaboration:

Work with engineering and product teams to manage integration touchpoints and controlsCollaborate with change management teams to execute training plansLiaise across technology partners to enhance product suite utilizationEnsure a frictionless user experience across business line technology

Qualifications and Experience:

5+ years of experience in product support or relevant industry experience2+ years of management experience in customer or product supportSalesforce / Certinia Administration requiredAdvanced knowledge of Microsoft Office suite, with strong Excel skills for reporting and data analysisFamiliarity with support tools such as ServiceNow, Jira, Azure DevOps preferredSubject Matter Expert in relevant products and industry expertiseBachelor's degree in a related field (e.g., Finance, Real Estate, Data, Customer Service, Product) preferred

Core Skills and Attributes:

Excellent leadership and people management skillsStrong problem-solving and troubleshooting abilitiesOutstanding communication and interpersonal skillsCustomer-focused mindset with a commitment to service excellenceAbility to balance short-term tactical solutions with long-term strategyAdaptability and willingness to learn new technologiesStrong organizational skills and attention to detail

Location:

On-site –Taguig, Philippines

If this job description resonates with you, we encourage you to apply even if you don’t meet all of the requirements.  We’re interested in getting to know you and what you bring to the table!

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For additional details please see our career site pages for each country.

For candidates in the United States, please see a full copy of our Equal Employment Opportunity and Affirmative Action policy here.

Jones Lang LaSalle (“JLL”) is an Equal Opportunity Employer and is committed to working with and providing reasonable accommodations to individuals with disabilities.  If you need a reasonable accommodation because of a disability for any part of the employment process – including the online application and/or overall selection process –  you may contact us at Accommodation Requests. This email is only to request an accommodation. Please direct any other general recruiting inquiries to our Contact Us page > I want to work for JLL.