Technical Support Manager

The Back Room Limited; Angeles; Hybrid; PHP 725,000 - 1,094,000; Full time

Job summary

The Back Room Limited seeks a results-driven Night-Shift Technical Support Team Lead to manage a 10–15 technician group serving US clients from the Philippines. You’ll monitor queues, coach performance, manage schedules, and escalate issues to the development team when fixes are needed.

This is a hybrid role, 11:00 pm to 8:00 am PH time, with clear monthly performance standards and high accountability. You’ll report to US leadership and ensure the team consistently hits targets and CSAT, SLA,

Qualifications

• 3+ years in software or technical support at Tier 2 or above.
• 2+ years as a team lead or supervisor, accountable for team metrics.
• 2+ years supporting US clients on US hours.
• Experience handling supervisor calls and working with development or engineering teams on escalations.
• Experience with formal performance management, including written warnings and PIPs.
• Clear, complete written English; your reports are understood without a follow-up call.
• Experience with ticketing systems (e.g. Zendesk, Freshdesk, Jira Service Management) and performance dashboards.

Responsibilities

• Monitor queues, ticket volume, SLAs, first-contact resolution and CSAT throughout the shift, and step in before targets are missed
• Handle supervisor calls and escalated client situations
• Check that escalations to development are complete, and follow up actively until they're resolved
• Spot widespread client issues early and push development for a faster fix
• Manage the team schedule, attendance and staffing gaps
• Run monthly 1-on-1 coaching sessions with each team member and manage performance through to warnings and PIPs when needed
• Send US leadership a weekly performance report and recommend process improvements

Skills

Team leadership

US client support

Performance metrics

Coaching

Customer service

Tools

Zendesk

Freshdesk

Jira Service Management

Job description

About The Back Room

We exist to free our clients' time so they can focus on what they do best - growing their business. We deliver smart, efficient solutions that liberate teams from the everyday admin, and we hold ourselves to the same standard. Time is the ultimate currency, and we treat it like it.

About the Client

Our client is a US-based healthcare software company whose platform is used by home health and hospice providers to run patient care, operations and compliance. They're building a dedicated offshore support team. This role exists to lead that team day to day and keep it performing at a high level.

The Role

You'll run the daily operations of a team of 10-15 technical support technicians: monitoring queues, coaching performance, managing schedules, and stepping in when a client needs a supervisor or an issue needs the development team to act. You'll also be the person who spots when several clients are hitting the same problem and pushes for a fix. In your first 6-12 months, success means your team consistently meets its targets, no technician's underperformance goes unaddressed, and US leadership trusts your reports and recommendations without needing a follow-up call.

This is a fixed night shift, 11:00 pm to 8:00 am PH time, hybrid role. It's a metrics-driven, high-accountability role with clear monthly performance standards.

What You'll Do

• Monitor team queues, ticket volume, SLAs, first-contact resolution and CSAT throughout the shift, and step in before targets are missed
• Handle supervisor calls and escalated client situations
• Check that escalations to development are complete, and follow up actively until they're resolved
• Spot widespread client issues early and push development for a faster fix
• Manage the team schedule, attendance and staffing gaps
• Run monthly 1-on-1 coaching sessions with each team member and manage performance through to warnings and PIPs when needed
• Send US leadership a weekly performance report and recommend process improvements

What We're Looking For

• 3+ years in software or technical support at Tier 2 or above
• 2+ years as a team lead or supervisor, accountable for team metrics
• 2+ years supporting US clients on US hours
• Experience handling supervisor calls and working with development or engineering teams on escalations
• Experience with formal performance management, including written warnings and PIPs
• Clear, complete written English; your reports are understood without a follow-up call
• Experience with ticketing systems (e.g. Zendesk, Freshdesk, Jira Service Management) and performance dashboards

Nice to Have

• Healthcare software or SaaS background
• Experience building or updating a support knowledge base

Performance Metrics:

• Pod ticket volume: 40-60 tickets per technician daily
• CSAT: 4.2+/5
• SLA compliance: 90%+
• Escalation rate: Below 10%

Why This Role

You'll report directly to US leadership, not through layers of management, and your recommendations will shape how the support operation runs. It's a role where operational leadership is visible and valued.

This role is open to Philippine citizens currently based in the Philippines.