SaaS Technical Support Lead: Coaching & Escalations

Private Advertiser; Mandaluyong; On-site; PHP 900,000 - 1,200,000; Full time

Job summary

Private Advertiser is seeking a Technical Support Team Lead to guide a growing SaaS support team serving US residential real estate customers. Based in the Philippines, you will coach specialists, manage escalations, monitor performance, and help improve processes and customer experience.

You will collaborate with Product, Engineering, Sales, and Customer Success to resolve complex issues, drive coaching, and ramp up new teammates while maintaining strong SLA and CSAT metrics.

Qualifications

• 3+ years of technical or customer support experience.
• At least 1 year in a Team Lead or mentoring role.
• Experience handling complex technical escalations.
• Strong coaching and performance management skills.
• Experience with Zendesk and JIRA.
• Strong SLA, CSAT, and support metrics understanding.
• Excellent written and verbal English communication.

Responsibilities

• Lead, coach, and support Technical Support Representatives
• Conduct 1:1s, quality reviews, and performance coaching
• Handle complex and escalated technical issues
• Monitor ticket volume, SLA, CSAT, and resolution performance
• Manage queue coverage and team capacity
• Track escalations through JIRA and coordinate with Product and Engineering
• Improve support processes, documentation, and Help Center resources
• Assist with onboarding and ramp-up of new team members
• Identify recurring issues and drive root-cause improvements
• Collaborate with Sales and Customer Success on customer issues and opportunities

Skills

Team Leadership

Coaching

Customer Support

Technical Support

Mentoring

Escalation Handling

Tools

Zendesk

JIRA

Job description

Private Advertiser is seeking a Technical Support Team Lead to guide a growing SaaS support team serving US residential real estate customers. Based in the Philippines, you will coach specialists, manage escalations, monitor performance, and help improve processes and customer experience.

You will collaborate with Product, Engineering, Sales, and Customer Success to resolve complex issues, drive coaching, and ramp up new teammates while maintaining strong SLA and CSAT metrics.