Remote SaaS Support Systems Lead

Scale Army Careers; Gauteng; Remote; ZAR 458,000 - 870,000; Part time

Benefits offered by this job

Flexible schedule

Remote work

Job summary

Scale Army Careers seeks an experienced Technical Support Lead to build, implement, and manage a scalable B2B SaaS support system. You will translate customer issues into technical tickets for engineers and ensure omni-channel support across email and social platforms, while driving efficient workflows.

You’ll design integrations (Intercom or similar), optimize processes, and collaborate with growth-minded teams in a fully remote, part-time EST-based role.

Qualifications

• 2+ years in B2B customer support for SaaS.
• Experience setting up and managing support systems (Intercom preferred).
• Omni-channel support across email and social platforms.
• Excellent written and verbal English.
• Startup experience is a plus.

Responsibilities

• Design and implement a scalable cross-channel customer support system.
• Translate customer feedback into technical tickets for engineers.
• Manage high-volume email and omni-channel queries daily.
• Optimize workflows and introduce automation where possible.
• Collaborate with engineering and internal teams via Slack.
• Maintain high-value customer satisfaction and community engagement.

Skills

B2B SaaS

Omni-channel support

Slack proficiency

Excellent English

Strong organization

Tools

Intercom

Help Scout

Slack

Job description

Scale Army Careers seeks an experienced Technical Support Lead to build, implement, and manage a scalable B2B SaaS support system. You will translate customer issues into technical tickets for engineers and ensure omni-channel support across email and social platforms, while driving efficient workflows.

You’ll design integrations (Intercom or similar), optimize processes, and collaborate with growth-minded teams in a fully remote, part-time EST-based role.