Remote Technical Support Team Lead - B2B SaaS

SupportNinja; Philippines; Remote; PHP 4,378,000 - 6,254,000; Full time

Benefits offered by this job

Health coverage day 1

Dependent coverage

Life insurance & retirement plan

Remote work

US EST hours

Job summary

SupportNinja is seeking a Technical Support Team Leader to coach a remote team delivering Tier 1 chat and email support for a US-based B2B SaaS platform. You will drive performance, mentor agents, and manage client escalations to ensure exceptional customer experiences.

This fully remote role is based in the Philippines with a fixed Monday–Friday schedule aligned to US EST hours. You will oversee day-to-day workflows, optimize tooling (Zendesk/Slack), and report on KPIs to leadership.

Qualifications

• 3+ years of experience in a Technical Support role.
• Hands-on experience supporting B2B SaaS products.
• At least 1 year in supervisory or leadership role, preferably in a call center or BPO.
• Excellent verbal and written communication across all levels.
• Proven ability to lead, inspire, and solve problems.

Responsibilities

• Lead, coach, and motivate a Tier 1 chat and email support team.
• Monitor SLAs and KPIs and implement productivity strategies.
• Handle client escalations and coordinate with clients regularly.
• Oversee day-to-day support workflows and ticket routing to Tier 2.
• Improve processes using Zendesk and Slack; cross-functional collaboration.
• Identify training needs and coordinate skill-building sessions.
• Provide regular performance reports to leadership and ensure policy alignment.

Skills

Technical Support Experience

Leadership

Communication

Problem-Solving

Tools

Zendesk

Slack

CRM systems

Job description

SupportNinja is seeking a Technical Support Team Leader to coach a remote team delivering Tier 1 chat and email support for a US-based B2B SaaS platform. You will drive performance, mentor agents, and manage client escalations to ensure exceptional customer experiences.

This fully remote role is based in the Philippines with a fixed Monday–Friday schedule aligned to US EST hours. You will oversee day-to-day workflows, optimize tooling (Zendesk/Slack), and report on KPIs to leadership.