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7 дней назад

Application/Software Support Manager (SaaS)

Формат работы
hybrid
Тип работы
fulltime
Грейд
lead
Английский
b2
Страна
Philippines
Вакансия из списка Hirify.GlobalВакансия из Hirify Global, списка международных tech-компаний
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Описание вакансии

Текст:
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TL;DR
Application/Software Support Manager (SaaS): Managing a software support team responsible for resolving customer inquiries involving enterprise real estate software modules with an accent on performance management, escalations, and service quality. Focus on improving SLA adherence, customer satisfaction, case resolution, analyst capability, and cross-functional collaboration with Product, Engineering, and Customer Success.

Location: Baguio, Philippines; hybrid arrangement with 2 days working from home

Salary: Competitive salary package

Company

hirify.global provides SaaS and enterprise software solutions for the global real estate industry.

What you will do

  • Manage Software Support Analysts against established performance benchmarks, KPIs, SLAs, quality standards, and case resolution targets.
  • Oversee customer escalations and collaborate with clients and internal departments to resolve complex cases.
  • Conduct team and one-on-one meetings, provide performance feedback, and support analyst development.
  • Develop and implement tactical plans supporting strategic initiatives.
  • Perform monthly case quality audits and mid-year and end-of-year performance reviews.
  • Work cross-functionally with Product, Engineering, and Customer Success teams to improve support operations.

Requirements

  • Proven experience leading or managing customer support teams.
  • Strong leadership, coaching, people development, communication, problem-solving, and stakeholder management skills.
  • Experience managing customer escalations and operational performance.
  • Experience with ticketing systems such as Salesforce, Zendesk, Freshdesk, or similar.
  • Ability to work in a fast-paced, customer-focused environment.
  • Experience in inbound support, B2B SaaS or enterprise software, and support KPIs, SLAs, or service operations is advantageous.

Nice to have

  • Experience working cross-functionally with Product and Engineering teams.
  • Bachelor’s degree or equivalent professional experience.

Culture & Benefits

  • Fast-paced, global SaaS support environment with a collaborative, cross-functional culture.
  • Customer-centric and performance-driven working environment.
  • Career growth opportunities and a diverse, supportive workplace.
  • Hybrid working arrangement with 2 days working from home.
  • HMO coverage with free dependent coverage upon hire.
  • 20 annual leaves, including 5 credits convertible to cash, plus additional benefits.

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Categories

Customer Support Specialist jobsSaaS jobs