Technical Support Team Leader – B2B SaaS

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

📋 Description

• Oversee and lead a team of representatives providing Tier 1 chat and email support.

• Guide, mentor, and inspire representatives to improve their skills and enhance performance.

• Track team metrics and ensure compliance with SLAs and KPIs.

• Develop and implement strategies to boost productivity and operational effectiveness.

• Address complex customer questions and concerns.

• Act as a primary escalation point and communicate with clients as necessary.

• Manage daily Tier 1 chat and email support processes.

• Ensure effective handling of feature configurations, knowledge base usage, and ticket routing to Tier 2 teams.

• Optimize team workflows utilizing Zendesk and Slack.

• Collaborate with other departments to tackle operational issues.

• Assess training needs and organize skill development sessions.

• Ensure team members have the required tools, resources, and documentation.

• Address employee performance challenges in a timely manner.

• Provide regular performance updates to leadership.

• Ensure team compliance with company policies.

⛳️ Requirements

• Minimum of 3 years of experience in a Technical Support position.

• Practical experience 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 abilities.

• Strong interpersonal skills across all levels of the organization.

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

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

• Direct experience in client-facing interactions and alignment with account stakeholders (preferred).

• Proficient in customer service platforms, particularly Zendesk, Slack, and CRM systems (preferred).

• Results-oriented mindset focused on continuous improvement and awareness of industry best practices (preferred).

• Availability required from 9:00 AM to 9:00 PM ET US Time, Monday through Friday.

🏝️ 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.