Technical Support Team Leader – B2B SaaS

🔥 1 minute ago

🇵🇭 Philippines – Remote

⏰ Full Time

🟠 Senior

📞 Support Engineer

👻 Ghost score 10%

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SupportNinja

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 2015

🤝 B2B

☁️ SaaS

💰 Private Equity Round on 2021-02

B2B • SaaS

SupportNinja is a company that provides customizable and agile outsourcing solutions to help businesses scale and achieve key business outcomes. They specialize in areas like customer experience, customer support, technical support, content moderation, data processing, and finance & accounting. Utilizing AI-enabled solutions, SupportNinja aids over 200 companies in optimizing operations and achieving growth without the burden of extensive headcount increases. Their services focus on flexibility and responsiveness, ensuring tailored solutions that fit the unique needs of each client.

📋 Description

• Lead and manage a team of representatives delivering Tier 1 chat and email support • Coach, mentor, and motivate representatives to enhance skills and drive performance • Monitor team metrics and ensure adherence to SLAs and KPIs • Implement strategies to improve productivity and operational efficiency • Handle complex customer inquiries and complaints • Serve as a direct escalation point and communicate with clients as needed • 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 promptly • 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 • 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) • Results-oriented mindset focused on continuous improvement and staying updated on industry best practices (preferred) • Must be available for 9:00 AM–9:00 PM ET US Time, Monday–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