Start Date: TBD

Work Schedule: 7:00 PM to 4:00 AM EST, Monday-Friday

Work Set Up: WFH (must be open to work onsite work if needed) (within CALABARZON) (1-2x onsite/month)

Type of Contract: Full Time

Equipment Provision: Company Provided

What does a day in the life as a SaaS Support Lead look like?

• Manage and lead the Tier 1 and Tier 2 Technical Support teams.
• Manage BPO relationships to ensure UpKeep standards are met
• Monitor team performance and provide coaching and mentoring to team members
• Develop and maintain support processes and procedures
• Ensure that team members are providing world-class customer support
• Handle escalations from Tier 1 and Tier 2 support representatives
• Work with Engineering teams to troubleshoot bugs and provide feedback to product development teams
• Identify areas for improvement and drive continuous improvement across all departments
• Create and maintain customer resources, such as help articles and internal tools

What are the required qualifications for a SaaS Support Lead?

• 5+ years of technical support experience, with at least 2 years in a leadership or management role
• Experience managing customer support teams and leading process improvements
• Excellent written and verbal communication skills
• Strong problem-solving and analytical skills
• Ability to work well in a team environment
• Bachelor's degree in Computer Science, Information Technology or a related field
• Knowledge of SQL and data analysis is a plus.

What are the desired behaviors for a Technical Account Manager?

• Receptive to change - is flexible. Seeks and adopts improved approaches and processes.
• Initiates action - is results-oriented, and takes responsibility for actions and outcomes. Meets commitments and strives for high performance.
• Manages the workload - makes timely decisions, prioritizes effectively, solves problems, monitors results, and takes remedial action where necessary.
• Technically proficient - able to apply the technical knowledge and skills required in the job role and responsibilities in order to achieve the expected outputs.
• Takes responsibility for own learning - knows personal strengths, recognizes development needs, and takes action to improve. Is open to feedback and always seeks to learn.
• Communicates ideas - respectfully exchange information and propose a way forward. Listen to the views of colleagues and take in diverse perspectives.
• Works collaboratively - shares knowledge and information, fosters teamwork, and contributs to a positive work environment where people want to come to work.
• Display ethical character and competence - acts with integrity and intent, is accountable for own actions, behaves according to the company values.

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