Technical Support Lead (SaaS)

We’re obsessed with growth. From enabling companies to flourish, to helping careers bloom. 

SupportNinja was founded in 2015 to help companies solve for scale and connect them with a wider world of talent. Our vision is to show the world a better way to grow by developing the best people, implementing the latest technology, and challenging the status quo.

SupportNinja is a new kind of BPO. Our vision is to show the world a better way to outsource by developing the best people, implementing the latest technology, and challenging the status quo. SupportNinja helps fast-growing tech companies by providing around-the-clock outsourced support, lead generation, customer service and community management. 

As a Ninja, you are guaranteed a culture dedicated to our core values: Employee Focused, Always Be Humble, Improve Everyday, Compassionate Candor, and Collectively Bring Joy.

The Team Lead will manage the Tier 1 and Tier 2 Technical Support teams to provide world-class customer support. The ideal candidate will have excellent leadership and communication skills, a strong technical background, and experience in managing customer support teams.

What does a day in the life as a Technical Support Lead (SaaS) 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
• Perform other duties as assigned

What are the required qualifications for a Technical Support Lead (SaaS)?

• Must have SaaS Application Support experience
• Software Application Support experience
• Minimum of 1 year experience handling SaaS team
• 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
• Experience with replicating bug issues (Dev/Support)
• Client Management
• Bug Fixes / Bug Reporting experience is preferred
• Knowledge of SQL and data analysis is a plus
• Willing to work on a night shift

Ninja Perks and Benefits

*Full time employees

● Competitive compensation

● Adherence to government-mandated benefits

● Retirement Savings Program with Company Matching

● Life Insurance

● HMO on day 1

● Paid time off, birthday leave

● Bonus and incentive plans

● Opportunities for skills training and personal and professional development

● Employee Referral Program

● Beautiful office space (for onsite employees)

● Free lunch provided daily (for onsite employees)

Experience infinite fun so you can have infinite growth. Discover A Better Way to Grow! Are you ready?

Disclaimer:

The duties and responsibilities listed above describe the post as it is in general terms and are not definitive. The post holder is expected to accept any reasonable alterations that may from time to time be necessary.

SupportNinja is proud to be an Equal Employment Opportunity employer and we do not discriminate based upon race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, veteran status, disability, or other applicable legally protected characteristics under federal, state, or local law.