Technical Support Team Leader – B2B SaaS
Posted 2 months ago
You'll complete your application on SupportNinja's career site.
About the Role
As a Technical Support Team Leader, you will manage a group of professionals providing Tier 1 email and chat assistance to clients, with an emphasis on operational quality and user satisfaction. You will mentor and coach staff to refine their professional abilities, optimize performance, and guarantee that team output meets established service level agreements and performance metrics. By tracking team data, you will deploy tactics to boost efficiency and output. You will act as the primary contact for complicated customer grievances and escalations, maintaining clear client dialogue while ensuring tools are used effectively, fostering interdepartmental cooperation, and pinpointing areas for staff development.
Requirements
- You should have a minimum of 3 years of technical support background, specifically with B2B SaaS solutions.
- You must have at least 1 year of experience in a leadership or supervisory capacity within a BPO or call center setting.
- You need superior written and verbal communication skills, plus the ability to engage professionally with colleagues at every level.
- You should exhibit strong problem-solving, critical thinking, and decision-making aptitude.
- You should be proficient with CRM systems and customer service software like Zendesk.
- You must possess a focus on continuous improvement and stay informed about current industry standards.
- You must be available to work during US Eastern Time business hours.
Responsibilities
- Supervise and direct a squad of support agents managing Tier 1 chat and email channels.
- Provide active coaching and mentorship to foster talent growth and high-level performance.
- Track daily team analytics to confirm that all KPIs and SLAs are met.
- Develop and execute productivity-boosting initiatives.
- Manage escalated client issues and provide resolutions for complex tickets.
- Oversee routine support operations, ensuring accurate ticket distribution and feature setup.
- Utilize software like Slack and Zendesk to refine operational workflows.
- Collaborate across internal departments to overcome obstacles.
- Conduct training sessions, provide team resources, and manage performance-related concerns.
Benefits & Perks
- You will receive a competitive salary package.
- Comprehensive medical insurance is provided starting from your first day of work.
- Free health coverage for dependents is available after regularization, with further dependent coverage options provided after one year of tenure.
- You will have access to life insurance and a retirement plan that includes company matching.
- You will receive a paid time-off package, which includes a specific day off for your birthday.
- This position is fully remote with a steady Monday to Friday schedule following US business hours to support work-life balance.
- All necessary hardware is supplied by the organization.
Note: This listing is summarized and paraphrased by WorkNow from a publicly posted role. For the original wording and full details, please refer to the employer's official posting.
Similar Jobs
Senior Shopify Plus Developer
Hunt St
We are looking for a Senior Shopify Plus Developer to work remotely from the Philippines. The position centers on advanced storefront development, theme tailoring, and sophisticated integrations, with a commitment to maintaining rigorous technical excellence and meeting project requirements. You will handle diverse client demands, ranging from ongoing operational maintenance and retainer engagements to comprehensive project deployments. You will serve as a primary technical authority, guiding projects through the full lifecycle from early estimation to final launch validation. Your role involves generating reliable projections, addressing technical issues, and ensuring tasks align with established budgets and scopes. Success requires consistent communication with internal teams and leads to manage project hurdles and risks. This role suits an expert developer comfortable in a decentralized agency setting. You are encouraged to use advanced AI development tools as part of our forward-thinking strategy and contribute to internal R&D initiatives. The position blends deep technical execution with project oversight, demanding high-quality coding standards and transparent collaboration with clients and management.
Freelance Website Developer, Graphic Designer
Pramira
We are looking for a multi-talented freelance Web Developer and Graphic Designer to work remotely. This position suits a creative expert who can integrate technical web work with superior visual design. Your main tasks include managing our WordPress presence to keep the site fast, secure, and attractive, while also creating various marketing materials. You will assist multiple departments by delivering custom design solutions that match our standards in the telecommunications and engineering sectors. This role provides great flexibility, as you can organize your own hours within a freelance structure. You will partner with our team to run marketing initiatives, keep branding consistent across all channels, and complete various digital and print production assignments. We need someone who can work autonomously, communicate effectively, and document their hours, making this a great fit for a self-driven person interested in varied project work.
Senior Art Director
Construct Digital
This agency focuses on building data-backed brand stories that produce tangible commercial success. Through a mix of artistic flair and sophisticated technical solutions, the firm drives growth in sales, lead acquisition, and ROI. The service offering includes data analysis, UX design, content marketing, and modern AI integration to optimize engagement and performance. As a Senior Art Director, you will work alongside creative technologists, planners, and strategists to deliver impactful solutions for clients throughout the Asia-Pacific territory. This pivotal position requires a blend of aesthetic leadership, hands-on production, and strategic guidance within an environment that promotes experimentation and continuous workflow improvement.