Remote Technical Support Team Leader — B2B SaaS

SupportNinja; Hinoba-an; Hybrid; PHP 1,004,000 - 1,339,000; Full time

Benefits offered by this job

Company-Provided Equipment

Remote work from the Philippines

Job summary

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

This PH-based remote role provides equipment from the company, aligns with US EST hours, and starts September 28, 2026. You’ll oversee daily workflows, SLAs, KPIs, and cross-functional collaboration to improve service delivery.

Qualifications

• 3+ years in a Technical Support role
• Hands-on experience supporting B2B SaaS products
• 1+ year in supervisory/leadership role, preferably in a call center/BPO
• Excellent verbal and written communication skills
• Strong problem-solving and decision-making abilities

Responsibilities

• Lead and coach a Tier 1 chat/email support team
• Maintain SLAs and KPIs, drive productivity
• Handle escalations and client communications
• Oversee daily workflows and ticket routing to Tier 2
• Improve tooling and processes with Zendesk/Slack
• Identify training needs and coordinate skill-building
• Provide regular performance reports to leadership

Skills

Technical Support Leadership

Team Coaching

Customer Escalations

SLA/KPI Management

Communication Skills

Tools

Zendesk

Slack

CRM Systems

Job description

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

This PH-based remote role provides equipment from the company, aligns with US EST hours, and starts September 28, 2026. You’ll oversee daily workflows, SLAs, KPIs, and cross-functional collaboration to improve service delivery.