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 metMonitor team performance and provide coaching and mentoring to team membersDevelop and maintain support processes and proceduresEnsure that team members are providing world-class customer supportHandle escalations from Tier 1 and Tier 2 support representativesWork with Engineering teams to troubleshoot bugs and provide feedback to product development teamsIdentify areas for improvement and drive continuous improvement across all departmentsCreate and maintain customer resources, such as help articles and internal toolsPerform other duties as assignedWhat are the required qualifications for a Technical Support Lead (SaaS)?Must have SaaS Application Support experienceSoftware Application Support experienceMinimum of 1 year experience handling SaaS teamExperience managing customer support teams and leading process improvementsExcellent written and verbal communication skillsStrong problem-solving and analytical skillsAbility to work well in a team environmentExperience with replicating bug issues (Dev/Support)Client ManagementBug Fixes / Bug Reporting experience is preferredKnowledge of SQL and data analysis is a plusWilling to work on a night shiftNinja 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.
