Technical Support Team Leader – B2B SaaS

This is a fully remote position, open to applicants in Philippines.

📋 Description

• Guide, mentor, and inspire representatives to improve their skills, boost performance, and cultivate a positive team environment.

• Track team metrics, uphold Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), and apply productivity strategies.

• Manage complex customer inquiries and complaints, act as a direct escalation point, and engage with clients effectively.

• Supervise daily Tier 1 chat and email support operations.

• Ensure proper management of feature configurations, utilization of the knowledge base, and ticket routing to Tier 2 teams.

• Optimize team processes utilizing Zendesk and Slack.

• Collaborate across departments to address operational challenges.

• Assess training requirements and organize skill enhancement sessions.

• Ensure team members are equipped with the necessary tools, resources, and documentation.

• Tackle employee performance issues and provide consistent performance updates to leadership.

• Guarantee team adherence to company policies.

⛳️ Requirements

• A minimum of 3 years in a Technical Support position.

• Practical experience in supporting B2B SaaS products or platforms.

• At least 1 year of supervisory or leadership experience, ideally in a call center or BPO setting.

• Exceptional verbal and written communication skills with strong interpersonal abilities across all organizational levels.

• Demonstrated capability to lead, motivate, and inspire a team.

• Strong critical thinking, problem-solving, and decision-making abilities.

• Direct experience in client-facing communications and alignment with account stakeholders is preferred.

• Hands-on experience with customer service platforms, particularly Zendesk, Slack, and CRM systems is preferred.

🏝️ Benefits

• Competitive Compensation.

• Day 1 Health Coverage: HMO activated starting on your very first day.

• Free Dependent Coverage: Includes one (1) dependent covered upon regularization and a second dependent added after one year of service.

• Full Life Insurance Coverage.

• Retirement Savings Program with company matching.

• Paid Time Off (PTO) package.

• Dedicated Birthday Leave.

• 100% remote work setup.

• Fixed Monday through Friday work schedule aligned with US EST business hours.

• Company-provided equipment.