SaaS Support Lead: Team Growth & Process Excellence

Network Economic Service Ventures Philippines Inc.; Philippines; On-site; PHP 800,000 - 1,200,000; Full time

Job summary

Network Economic Service Ventures Philippines Inc. is looking for a Support Lead to oversee the daily operations of the Customer Support team. The role entails leading support process improvements, defining key metrics, and driving initiatives that enhance customer satisfaction as our SaaS products grow.

The ideal candidate will have at least 3 years of experience in a software support role and strong leadership skills to manage a team of Support Specialists effectively.

Qualifications

• At least 3 years of experience in Software Support or a related role.
• At least 1 year of leadership or supervisory experience.
• Experience supporting SaaS applications is preferred.

Responsibilities

• Oversee day-to-day operations of the Customer Support team.
• Lead, mentor, and develop a team of Support Specialists.
• Establish and document support processes and workflows.

Skills

Leadership

Problem-solving

Communication

Customer service

Operational management

Education

Bachelor’s degree in Information Technology, Computer Science, Business Administration, or related field

Tools

Ticketing systems

Helpdesk platforms

Knowledge base management

Job description

Network Economic Service Ventures Philippines Inc. is looking for a Support Lead to oversee the daily operations of the Customer Support team. The role entails leading support process improvements, defining key metrics, and driving initiatives that enhance customer satisfaction as our SaaS products grow.

The ideal candidate will have at least 3 years of experience in a software support role and strong leadership skills to manage a team of Support Specialists effectively.