Support Manager

Are you a hands-on support leader who thrives in a fast-paced SaaS environment? Do you know how to inspire teams, manage performance, and turn customer issues into opportunities for loyalty?

MSPbots is looking for a Support Manager to take ownership of our growing support team. In this role, you'll drive day-to-day operations, elevate our customer experience, and play a key role in scaling our client success strategy.

Work Setup: Hybrid | 1–2 days onsite, 10th floor, IBP Tower, Jade Dr, Ortigas Center, Pasig, 1605 Metro Manila
Schedule: Monday–Friday from 9 PM–6 AM PHT (8 AM–5 PM CDT) | Fixed Rest Days: Sat–Sun

What You’ll Be Doing

• Lead the front-line support team and manage daily ticket triage, prioritization, and resolution
• Monitor SLA compliance, first response and resolution times, and agent productivity
• Handle escalations with empathy and urgency, ensuring top-tier customer satisfaction
• Build and improve processes, documentation, and knowledge base resources
• Coach, mentor, and develop support agents for continuous growth
• Collaborate with Client Success, Onboarding, and Product teams to flag trends and resolve recurring issues
• Use MSPbots tools to identify automation opportunities and increase operational efficiency
• Track, report, and present weekly KPIs and performance metrics to the Head of Technical Delivery
• Participate in hiring, training, and onboarding new team members
• Foster a client-first culture of accountability, responsiveness, and service excellence

What We’re Looking For

• 5+ years in a support leadership role, ideally with a SaaS or B2B tech company
• Strong experience managing remote support teams
• Familiarity with support platforms like Zendesk, ConnectWise, or Autotask
• Excellent English communication skills—both written and verbal
• Data-driven and performance-oriented, with a knack for using KPIs to guide improvements
• Comfortable working in a US time zone or overlapping with US leadership
• Tech-savvy and experienced with troubleshooting integrations, APIs, or automation tools
• Bonus: Experience in the MSP or IT services industry

Why Join MSPbots?

• Be part of a fast-growing, innovation-driven company
• Work with cutting-edge AI and automation tools
• Enjoy a supportive, client-focused team culture
• Competitive salary and performance-based rewards
• Work hybrid from our Ortigas office
• Paid US holidays, PTO, and healthcare reimbursements

Ready to Lead with Impact?

If you're a strong communicator, problem-solver, and people leader who’s passionate about client success, we want to hear from you. Apply now, and let’s build smarter, faster support—together.