Technical Support Team Lead (SaaS)

TL;DR

Technical Support Team Lead (SaaS): Guiding and developing a team of Technical Support Representatives to deliver exceptional support and drive continuous improvement in processes, product quality, and customer satisfaction with an accent on technical expertise, coaching skills, and strategic thinking. Focus on elevating team performance and the customer experience by serving as a bridge between Support, Engineering, and Product teams.

Location: Office, Philippines

Company

hirify.global is the leading go-to-market solution for revenue teams, trusted by over 500,000 companies and millions of users globally.

What you will do

• Mentor and coach Technical Support Representatives, enhancing their troubleshooting skills, product knowledge, and customer service.
• Identify skill gaps and implement training programs to level up the team’s technical and soft skills.
• Support career growth by guiding TSRs through development paths, including potential transitions to Engineering, QA, or other technical roles.
• Monitor key metrics such as CSAT, resolution time, and escalation rates to assess team performance and implement data-driven coaching strategies.
• Partner with Engineering and Product teams to prioritize bug fixes, feature enhancements, and documentation improvements based on customer feedback.
• Serve as the final escalation point for complex technical issues, ensuring timely resolution and customer communication.

Requirements

• 3+ years in technical support SaaS/B2B preferred, with 1+ years in a leadership or senior mentorship role.
• Proven ability to motivate, develop, and retain high-performing support teams.
• Proficient in using data to identify trends and drive process improvements.
• Exceptional English fluency, written and verbal, with the ability to simplify technical concepts for customers and stakeholders.

Nice to have

• Coding/scripting knowledge Python, JavaScript to analyze logs or automate repetitive tasks.
• Experience with Apollo’s product ecosystem or sales/marketing tech stacks.
• Familiarity with agile methodologies and incident management processes.

Culture & Benefits

• Be part of an AI-native company built on a culture of continuous improvement.
• Work with a team driven by a shared mission: to help customers unlock their full revenue potential.
• Investments are made to ensure you have the resources, support, and autonomy to own your role and make a real impact.
• Collaboration is at the core—you’ll have a team across departments ready to help you succeed.
• Bold ideas and courageous action are encouraged, giving you the freedom to experiment, take smart risks, and drive big wins.