Remote Tech Support Team Lead — Coach, SLA & Escalations

SupportNinja

Metro Manila

On-site

PHP 1,004,000 - 1,674,000

Full time

9 days ago

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Benefits offered by this job

Day 1 Health Coverage

Free Dependent Coverage

Life Insurance & Retirement Savings

Paid Time Off & Birthday Leave

Remote Work Flexibility

Job summary

SupportNinja is seeking a Technical Support Team Leader to coach a remote Tier 1 chat and email support team for a leading US B2B SaaS platform. You will mentor staff, drive performance, handle escalations, and ensure exceptional customer experiences across a global client base.

In this 100% remote role, you’ll align with US ET hours, oversee daily workflows, and collaborate with cross-functional teams to optimize processes and improve SLAs and KPIs.

Qualifications

3+ years in a Technical Support role.
Hands-on experience with B2B SaaS products.
At least 1 year in supervisory or leadership roles.
Excellent verbal and written communication.
Proven leadership, problem-solving and decision-making abilities.

Responsibilities

Lead and coach a Tier 1 chat and email support team.
Monitor SLAs/KPIs and drive performance.
Manage client escalations and coordinate with stakeholders.
Oversee day-to-day support workflows and ticket routing.
Streamline processes using Zendesk and Slack.
Identify training needs and provide team development.
Prepare regular performance reports for leadership.

Skills

Technical Support Experience

B2B SaaS Knowledge

Leadership Experience

Communication Skills

Problem-Solving

Tools

Zendesk

Slack

CRM Systems

Job description

In this 100% remote role, you’ll align with US ET hours, oversee daily workflows, and collaborate with cross-functional teams to optimize processes and improve SLAs and KPIs.

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