Technical Support Manager

TL;DR

Technical Support Manager (Customer Support): Managing and scaling technical support teams and overseeing ticket queue and SLA management using Zendesk with an accent on efficient ticket distribution and timely resolution. Focus on leadership in a fast-paced SaaS or travel-tech environment and maintaining high-quality support during peak periods.

Location: 100% Remote within the Philippines

Company

hirify.global is a product company specializing in SaaS and travel technology solutions.

What you will do

• Oversee efficient distribution and timely resolution of support tickets via Zendesk.
• Manage queue and SLA to ensure prompt initial responses and consistent follow-ups.
• Lead and scale technical support teams in a fast-paced environment.
• Maintain high-quality support during high-volume periods.

Requirements

• Must be located in the Philippines as the role is 100% remote within the country.
• Proven leadership experience managing technical support teams.
• Experience in SaaS or travel-tech environments.
• Familiarity with Zendesk and SLA management.
• English proficiency at least B2 level (implied by job language).

Culture & Benefits

• Fully remote work from anywhere within the Philippines.
• Flexible work environment (home office, co-working space, etc.).
• No physical office presence required.