Senior Technical Support Lead – US Time Zones

Outsourcey; Taguig; On-site; PHP 558,000 - 893,000; Full time

Job summary

Outsourcey in the Philippines seeks a Senior Client Success Representative to lead a support team across US time zones. You will mentor staff, manage high‑priority cases, and ensure SLA adherence while coordinating with Sales, Development and Professional Services.

Requirements include 5+ years in direct customer support, 1+ year in leadership, excellent English, and experience with Salesforce and data formats (Excel, JSON).

Qualifications

• 5+ years of direct customer support experience.
• 1+ year of customer support leadership experience.
• Prior experience in a U.S.-facing or offshore/BPO support role is a plus.

Responsibilities

• Guide and train new team members.
• Follow and monitor defined workflow policies.
• Work efficiently in Salesforce CRM.
• Drive support case closures.
• Push high-priority cases across shifts and time zones.
• Watch urgent support cases.
• Pick up more complex, high-priority cases.
• Escalate Tier 3 support cases to CSP for further review.
• Be in communication with other teams (Sales, Development, Professional Services) across time zones as needed.

Skills

Clear English communication

Leadership experience

Direct customer support

Independent work

Multi-tasking

Handling US time zones

Policy adherence

Train junior staff

Technical troubleshooting

Software user-facing roles

Microsoft Office

Data reconciliation (Excel/JSON/CSV)

Tools

Salesforce CRM

Excel

JSON/CSV

Job description

Outsourcey in the Philippines seeks a Senior Client Success Representative to lead a support team across US time zones. You will mentor staff, manage high‑priority cases, and ensure SLA adherence while coordinating with Sales, Development and Professional Services.

Requirements include 5+ years in direct customer support, 1+ year in leadership, excellent English, and experience with Salesforce and data formats (Excel, JSON).