Related skills
saas agile operations📋 Description
- Lead and grow the Manila support team; ensure 24/7 coverage including weekends/holidays.
- Be the first contact for enterprise clients via email, phone, and screen share.
- Coach team to investigate and resolve varied product issues.
- Coordinate case intake and management with regional managers for timely resolution.
- Own P1 incidents and escalations; involve L3 as needed with clear timelines.
- Build cross-functional links with Eng, Product, Content, Ops to resolve cases.
- Drive continuous improvement of tools, docs, and processes.
- Maintain high CSAT and fast issue resolution.
🎯 Requirements
- 3+ years in a management role in a technical SaaS support team for international enterprise clients
- 6+ years of customer support experience; technical/functional application support; queues, scheduling, QA and SLA metrics
- Experience with 24/7 shift patterns
- Experience supporting complex systems; clear, friendly technical explanations
- Coaching/mentoring Support Specialists; issue insights
- Strong ownership; drive for excellent service
- Escalation handling; resolve complex issues
- Excellent communication/organizational skills
- Proactive; identify patterns and improve
- Experience in Agile; incident/change/release management
- Comfortable in fast-paced tech space
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