CLIENT:
Our client is a fast-growing SaaS company serving Managed Service Providers (MSPs) with automation, business intelligence, and AI-driven tools.
JOB DESCRIPTION
- We are seeking an experienced, hands-on Support Manager based in the Philippines to lead and grow our front-line support team. This individual will be responsible for day-to-day support operations, triage performance, team development, and ensuring a high standard of technical and client service. You will be instrumental in driving KPIs and aligning support efforts with client satisfaction and retention.
Key Responsibilities
- Oversee daily operations of the support team, including ticket triage, response management, and issue resolution
- Monitor and manage SLA compliance, first response time, and resolution metrics
- Develop and maintain support processes, documentation, and knowledge base articles
- Coach and mentor support agents to ensure continuous improvement and high performance
- Handle customer escalations professionally and promptly
- Collaborate closely with the CSM, onboarding, and product teams to escalate trends and provide feedback
- Report weekly KPIs and performance insights to Head of Technical Delivery
- Identify areas for automation and efficiency improvements using internal MSPbots tools
- Participate in the hiring and onboarding of new support team members
- Drive a client-first culture within the support team
KPIs and Success Metrics
- First Response Time
- Resolution Time
- Ticket Volume per Agent
- CSAT Score (if implemented)
- SLA Compliance Rate
- Escalation Rate
- Internal QA Score for Ticket Handling
JOB QUALIFICATION
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Requirements
- 5+ years in a customer support or technical support leadership role (SaaS preferred)
- Experience managing support teams in a remote, fast-paced environment
- Familiarity with support platforms (e.g., Zendesk, Connectwise)
- Strong understanding of MSPs, IT support processes, or ticketing systems like ConnectWise or Autotask is a plus
- Excellent written and verbal communication skills in English
- Analytical mindset with experience reporting on team performance and KPIs
- Ability to work in a US time zone or have partial overlap with US-based leadership
Preferred Skills
- Experience with SaaS support, especially for B2B software
- Background in the MSP or IT services industry
- Technical knowledge of integrations, API troubleshooting, or automation tools
ACTIVE DATES
Urgent hiring!
