PA
Technical Support Team Lead – SaaS
Private Advertiser
Mandaluyong City, Metro ManilaPosted 6 days agoJobStreet
Setup
On-site
Type
Full-time
Level
Lead
Salary
PHP 60k–70k/mo
Closes
Open
Skills mentioned
Customer ServiceTechnical SupportSalesProject ManagementHRReal EstateCustomer SuccessZendeskLeadership
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About the role
Technical Support Team Lead for a growing SaaS company serving the US residential real estate market. You'll be responsible for coaching support specialists, managing complex escalations, monitoring team performance, and helping improve support processes and customer experience.
Key responsibilities
- Lead, coach, and support Technical Support Representatives
- Conduct 1:1s, quality reviews, and performance coaching
- Handle complex and escalated technical issues
- Monitor ticket volume, SLA, CSAT, and resolution performance
- Manage queue coverage and team capacity
- Track escalations through JIRA and coordinate with Product and Engineering
- Improve support processes, documentation, and Help Center resources
- Assist with onboarding and ramp-up of new team members
- Identify recurring issues and help drive root-cause improvements
- Collaborate with Sales and Customer Success on customer issues and opportunities
- About you3+ years of technical or customer support experience
- At least 1 year in a Team Lead, Senior Support, or mentoring role
- Experience handling complex technical escalations
- Strong coaching and performance management skills
- Experience with ticketing/project management tools such as Zendesk and JIRAStrong understanding of SLA, CSAT, and support metrics
- Excellent written and verbal English communication
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