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SupportNinja
Philippines · remote · Salary not listed
Ready to step into a leadership role and empower a high-performing technical support team from home? SupportNinja is looking for a Technical Support Team Leader to coach and guide a team supporting an industry-leading US B2B SaaS platform. In this high-impact remote supervisory role, you’ll drive team performance, mentor support talent, manage client escalations, and ensure the delivery of exceptional customer experiences—all within a dynamic global environment.
Job Summary:The Technical Support Team Leader is responsible for leading and managing a team of representatives delivering Tier 1 chat and email support. Utilizing your technical expertise and leadership skills, you will coach, mentor, and guide team members, drive productivity and operational efficiency, enforce SLAs and KPIs, and serve as a primary point of contact for escalations.
What does a day in the life of a Technical Support Team Leader look like?
• Team Leadership & Coaching: Coach, mentor, and motivate representatives to enhance their skills, drive performance, and foster a positive, collaborative team culture.
• Performance & SLA Tracking: Monitor team metrics, ensure strict adherence to Service Level Agreements (SLAs) and Key Performance Indicators (KPIs), and implement strategies to boost productivity.
• Escalation & Client Management: Handle complex customer inquiries and complaints, serve as a direct escalation point, and communicate regularly with clients as needed.
• Operational Oversight: Oversee day-to-day Tier 1 chat and email support workflows, ensuring proper handling of feature configurations, knowledge base usage, and ticket routing to Tier 2 teams.
• Tooling & Workflow Optimization: Streamline team processes using Zendesk and Slack while collaborating cross-functionally to resolve operational challenges.
• Team Enablement & Training: Identify training needs, coordinate skill-building sessions, and ensure team members are equipped with all necessary tools, resources, and documentation.
Apply on source siteListed via Himalayas
• Reporting & Governance: Address employee performance issues promptly, provide regular performance reports to leadership, and ensure team alignment with company policies.
• Technical Support Experience: 3+ years of experience in a Technical Support role.
• Industry Background: Non-negotiable, hands-on experience supporting B2B SaaS products or platforms.
• Leadership Background: At least 1 year of experience in a supervisory or leadership role, preferably in a call center or BPO environment.
• Strong Communication: Excellent verbal and written communication skills with strong interpersonal capabilities across all organizational levels.
• Leadership & Problem-Solving Aptitude: Proven ability to lead, inspire, and motivate a team, paired with strong critical thinking, problem-solving, and decision-making skills.
• Client-Facing Experience: Direct experience in client-facing communications and account stakeholder alignment.
• Tool Proficiency: Hands-on proficiency using customer service platforms, specifically Zendesk, Slack, and CRM systems.
• Operational Excellence: Results-oriented mindset focused on continuous improvement and staying updated on industry best practices.
• Competitive Compensation
• Day 1 Health Coverage: HMO activated starting on your very first day.
• Free Dependent Coverage: Includes one (1) dependent covered upon regularization and a second dependent added after one year of service.
• Financial Protection: Full Life Insurance Coverage and a Retirement Savings Program with company matching.
• Generous Time Off: Paid Time Off (PTO) package plus dedicated Birthday Leave.
• Work-From-Home Flexibility: 100% remote work setup
• Stable Shift: Fixed Monday through Friday work schedule aligned with US EST business hours.
If your background aligns with the non-negotiable qualifications above, fast-track your application by completing the quick AI pre-screening interview
👉 Access the AI Pre-Screening Interview Here:
The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.
SupportNinja is proud to be an Equal Employment Opportunity employer, and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.
Originally posted on Himalayas