Technical Support Team Leader – B2B SaaS

🔥 14 minutes ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

🤖 Artificial Intelligence

🏢 Enterprise

💰 $500k Seed Round - SupportNinja on 2015-04

B2B • Artificial Intelligence • Enterprise

SupportNinja is an AI-enabled outsourcing and customer experience (CX) provider that offers scalable, tech-powered outsourcing services for fast-growing companies. They combine human agents with AI-powered workflows (branded NinjaAI) to deliver customer support, technical support, customer onboarding, conversion, renewals, content moderation, data operations, and finance & accounting services. SupportNinja emphasizes privacy-first design and compliance (SOC 2 Type 2, PCI-DSS, HIPAA, GDPR), offers a Management-as-a-Service (MaaS) launch process, and positions itself as a partner to enterprise and growth-stage businesses seeking to extend capacity and improve outcomes across the customer journey.

📋 Description

• Coach, mentor, and motivate representatives to enhance skills, drive performance, and foster a positive team culture • Monitor team metrics, enforce Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), and implement productivity strategies • Handle complex customer inquiries and complaints, serve as a direct escalation point, and communicate with clients • Oversee day-to-day Tier 1 chat and email support workflows • Ensure proper handling of feature configurations, knowledge base usage, and ticket routing to Tier 2 teams • Streamline team processes using Zendesk and Slack • Collaborate cross-functionally to resolve operational challenges • Identify training needs and coordinate skill-building sessions • Ensure team members have necessary tools, resources, and documentation • Address employee performance issues and provide regular performance reports to leadership • Ensure team alignment with company policies

🎯 Requirements

• 3+ years of experience in a Technical Support role • Hands-on experience supporting B2B SaaS products or platforms • At least 1 year of experience in a supervisory or leadership role, preferably in a call center or BPO environment • Excellent verbal and written communication skills with strong interpersonal capabilities across all organizational levels • Proven ability to lead, inspire, and motivate a team • Strong critical thinking, problem-solving, and decision-making skills • Direct experience in client-facing communications and account stakeholder alignment preferred • Hands-on proficiency using customer service platforms, specifically Zendesk, Slack, and CRM systems 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