Buyer Support Team Lead (SaaS)

Location: Remote from the Philippines

Company

hirify.global provides Merchant of Record and payments infrastructure services for SaaS companies, serving software sellers globally.

What you will do

• Respond to and resolve buyer queries through email, chat, and phone.
• Lead the digital-first Buyer Support team and monitor service delivery and customer satisfaction.
• Handle escalations and route critical support issues to the appropriate internal teams.
• Coach, mentor, and develop support specialists while helping them achieve their KPIs.
• Onboard new support specialists and build strong relationships with direct reports.
• Improve support processes, documentation, knowledge sharing, and best practices.

Requirements

• At least 3 years of experience in online customer support, including technical support for a SaaS product.
• Experience mentoring peers or leading small teams in a digital support environment.
• Experience working remotely and in online team management, or motivation to grow into a team lead role.
• Strong written and verbal communication, problem-solving, organization, and time management skills.
• Proficient English speaker.
• Comfort with fast-paced, changing environments and learning new technologies and tools.

Culture & Benefits

• Remote-first, digital-first work environment with access to company hubs.
• Inclusive, collaborative, transparent, and respectful culture.
• Unlimited holidays and four months of paid family leave for all team members.
• Annual learning fund, regular internal and external training, and ongoing development opportunities.
• Support for workplace accommodations and a diverse working environment.